Job Description

Job Description

Job Description

Position Overview

We are seeking a dynamic and experienced Call Center Supervisor to lead a high-volume call center team within a growing diagnostic testing and research medical facility. With over 800 inbound calls daily and continued expansion, we require a strong leader who can manage operations, improve performance, and ensure exceptional customer service—especially for our senior citizen clientele.

Key Responsibilities

• Call Center Leadership: Supervise daily call center operations, including inbound, outbound, and confirmation calls, ensuring efficient handling of all customer interactions.
• Team Management: Lead and manage a team of 11+ agents; delegate tasks, oversee schedules, and ensure adequate coverage to manage call volume across locations.
• Performance Monitoring: Develop and implement KPIs and call metrics to evaluate team performance and improve service delivery.
• Customer Service Excellence: Handle escalated calls with professionalism, particularly complex or emotional situations related to diagnostic testing protocols.
• Training & Role Clarity: Establish clear roles and responsibilities within the team to reduce overlap and ensure accountability.
• Process Optimization: Streamline call flow, parking line management, and rep availability to enhance response times and customer satisfaction.
• Communication: Collaborate with cross-functional teams to ensure information accuracy for callers (e.g., test preparation, medication questions, dietary restrictions).
• Bilingual Capability: Encourage and support bilingual service (Spanish preferred) to meet the needs of a diverse patient population.
• Leadership Presence: Confidently lead during high-stress moments, resolve conflicts, and support team morale through active engagement and problem-solving.

Why Join Us?

• Be a key player in the expansion of a respected medical research and diagnostic organization
• Lead a committed, long-standing team and make meaningful process improvements
• Work in a purpose-driven environment supporting critical patient needs and healthcare delivery

Qualifications

• 5+ years of supervisory or management experience in a high-volume call center or healthcare environment
• Strong understanding of customer service best practices in a medical or diagnostic testing setting
• Ability to manage, coach, and develop a diverse team
• Proven track record of implementing performance metrics and improving service delivery
• Bilingual in English and Spanish strongly preferred
• Excellent communication, organizational, and conflict resolution skills
• Empathy, patience, and professionalism when dealing with senior citizens and sensitive medical inquiries

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