Supervisor, Data Driven – Full Time, Days, AMG Call Center – Morristown NJ Position Available In Morris, New Jersey

Location:

Morristown, NJ I Monday – Friday 9am-5pm Candidate is required to have strong Excel experience and data driven mindeset – Strong with reports, KPI tracking, this role will be super data driven We are seeking a highly motivated and detail-oriented Call Center Supervisor to oversee daily operations within our high-volume, fast paced call center. This role requires strong leadership, critical thinking, and data analysis skills to ensure a top tier customer experience and continuous performance improvement. In addition to performance oversight and team development, this role includes administrative responsibilities such as payroll review and PTO approvals. The ideal candidate is highly organized, KPI driven, and proficient in Excel, PowerPoint, and ideally Canva for effective communication and reporting. Key Responsibilities Supervise call center representatives and ensure smooth daily operations, adherence to schedule, and service excellence. Monitor team and individual KPIs (e.g., Average Handle Time, Call Abandonment, Hold Times) and take data-driven action to meet performance goals. Analyze call metrics using tools like Excel and CX platforms (e.g., NICE, Cisco, Epic), identify trends, and share actionable insights with leadership. Create performance reports and professional presentations using Excel and PowerPoint; Canva a plus for visual storytelling. Provide real time coaching, feedback, and support to improve service quality and customer satisfaction. Set and track team goals (daily/weekly/monthly); maintain visibility through dashboards and performance reviews. Manage payroll submission and verify accuracy of reported hours. Approve Paid Time Off (PTO) requests and ensure proper coverage is maintained. Recruit, onboard, and train new agents; promote ongoing development and upskilling. Conduct QA audits and evaluate agent performance based on data and call reviews. Ensure compliance with company policies, call quality standards, and regulatory guidelines. Partner cross-functionally on initiatives related to patient experience, technology improvements, and workflow efficiency. Continuously assess and improve internal processes to support a high-functioning and employee-friendly environment. Supervise a team of call center agents across multiple communication channels (inbound calls, outbound calls, chat, and SMS).

Preferred:

Bachelor’s degree or equivalent Minimum (7) years of related experience preferred. Minimum (3) years of related experience Strong skills with Excel