JJOB SUMMARY

The Contact Center Supervisor is responsible for overseeing the daily performance, workflow, and development of a team of Customer Service Representatives (CSRs) and Senior Customer Service Representative (SCSR). This role ensures operational excellence by driving productivity, maintaining quality standards, and delivering consistent, high-quality patient experience. Serving as a key frontline leader, the Supervisor acts as a coach, mentor, and escalation point while ensuring that team performance aligns with organizational goals and service expectations. Reporting to the Contact Center Manager, this role plays a critical part in executing day-to-day operations, reinforcing accountability, and supporting continuous improvement across the team.

RESPONSIBILITIES

Training Leadership & Daily Operations Oversee and manage daily workflow for a team of CSRs, ensuring tasks are completed efficiently and in alignment with service level expectations Assign and adjust responsibilities in real time based on call volume, queue demands, and operational priorities Monitor team adherence to schedules, ensuring proper coverage and productivity throughout the day Conduct regular (bi-weekly or more frequent) 1:1 meetings to review performance, provide feedback, and support development Performance Monitoring & Quality Insight Track and manage key performance indicators (KPIs) set by leadership Perform call monitoring and evaluate interactions for quality, accuracy, and compliance with established standards Provide structured and actionable feedback based on QA findings and performance data Ensure consistent use of scripts, workflows, and systems to maintain service and compliance standards Identify performance trends and escalate risks or gaps to management Coaching, Development & Accountability Deliver real-time coaching and ongoing performance feedback to drive individual and team improvement Support onboarding and training of new hires, reinforcing key skills and operational knowledge Deliver attendance, behavior, and performance warnings in a timely and consistent manner Implement and manage performance improvement plans (PIPs) as needed, in partnership with the Contact Center Manager Communication & Cross- Functional Collaboration Act as the voice of the team by communicating frontline feedback, challenges, and opportunities to the Contact Center Manager Partner with Workforce Management and Contact Center Manager to address staffing, scheduling, and real-time operational needs Collaborate with Training Manager and Analytic/QA Manger to ensure alignment on performance expectations and improvement initiatives Support implementation of new processes, tools, and operational changes within the team Escalation Management & Team Support Serve as the secondary escalation point for complex or sensitive patient interactions Identify patterns in escalations and partner with leadership to address root causes and prevent recurrence Provide guidance and decision-making support in real-time to maintain service levels and patient satisfaction

QUALIFICATIONS

2+ years of experience in a customer service or contact center environment, preferably in a high-volume setting 1+ years of leadership, lead, or mentoring experience required, with demonstrated ability to support team performance Strong understanding of contact center KPIs and performance expectations Excellent communication and interpersonal skills, with the ability to coach, motivate, and influence others Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment Problem-solving mindset with the ability to handle escalations and make real-time decisions under pressure

BENEFITS

Health, Dental, and Vision Insurance 401(k) with company matching Paid Time Off & Holidays Flexible Spending Account Employer-Paid Life Insurance Training & Development Programs

WORK ENVIRONMENT

Job Type:

Full-Time Remote position

Office Location:

17887 Chesterfield Airport Rd., Chesterfield, MO 6300 #KHOK