Call Center Supervisor at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Call Center Supervisor in United States.

This role offers an opportunity to lead and develop a high-performing call center team in a dynamic, fast-paced environment. As a Call Center Supervisor, you will manage daily operations, monitor performance, and ensure service standards are consistently met. You will coach and mentor team members, oversee workflow, and support process improvements that enhance customer experience. This position requires hands-on leadership, problem-solving, and effective communication across multiple channels. You will also play a key role in hiring, training, and performance management, while ensuring adherence to policies and operational goals. The role balances operational execution with strategic oversight, creating an environment that drives team engagement and high-quality customer support.

• Lead a team of call center associates, promoting collaboration, knowledge sharing, and adherence to best practices
• Oversee daily workflow, project assignments, and call volume to ensure service levels and productivity standards are met
• Conduct hiring, onboarding, training, and performance evaluations of staff while providing ongoing coaching and feedback
• Monitor team adherence to attendance, employment policies, and operational procedures
• Serve as an escalation point for complex customer issues, ensuring timely and effective resolution
• Support development and implementation of call center programs, process improvements, and strategic business goals
• Track and report team performance metrics and progress to management, contributing to operational planning and decision-making

Requirements:

• Bachelor’s degree or 6–8 years of relevant business experience
• 1–2 years of experience in a customer service or call center environment; prior supervisory experience is preferred
• Proficiency with general PC tools, including MS Office, email, and internet applications
• Excellent oral and written communication skills with strong phone etiquette
• Demonstrated leadership skills, including coaching, mentoring, and developing team members
• Advanced problem-solving skills and ability to work collaboratively with other departments
• Ability to handle challenging customers professionally and adapt to a dynamic working environment
• Knowledge of call center systems and platforms, and experience in PBM or Managed Care industries is a plus
• Willingness and ability to travel as needed

Benefits:

• Remote work opportunities and flexible work environment
• Competitive salary with growth and promotion opportunities
• Comprehensive health benefits (Medical, Dental, Vision) and telemedicine access
• 401(k) plan with company match
• Tuition reimbursement and wellness programs
• Paid time off, paid holidays, and discretionary PTO
• Employee assistance programs and adoption support
• Short-term and long-term disability, and life insurance coverage
• Access to employee discount programs