Call Center Supervisor
Balance Health
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $25 per hour
Job Level
Mid-LevelSenior
About the role
- Provide leadership, support, and motivation to call center agents.
- Monitor real-time statistics and provide timely updates.
- Offer coaching, feedback, and guidance to improve performance.
- Ensure compliance with call center protocols and procedures.
- Identify skill gaps and implement effective training programs.
- Handle escalated calls and provide resolution support.
- Optimize workflows and maintain team morale.
- Set and track performance targets using key metrics (e.g., call abandonment, wait times).
- Prepare and present weekly/monthly performance reports.
- Collaborate with other departments to foster teamwork.
- Manage staff scheduling and attendance.
- Participate in hiring, training, and onboarding processes.
- Attend meetings and contribute to strategic planning.
Requirements
- Proven ability to manage people and multiple projects simultaneously
- Strong time management and organizational skills
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office (Excel, Outlook) and call center software
- Leadership by example with a proactive, self-directed approach
- Ability to work under pressure and adapt to change
- Customer service-oriented mindset
- Team player with a collaborative problem-solving approach
- Previous call center and medical background is preferred.
Benefits
- Competitive compensation package
- Standard benefits offered
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center protocolsperformance metricstraining programsstaff schedulingproject management
Soft skills
leadershiptime managementorganizational skillsverbal communicationwritten communicationcustomer serviceteam collaborationproblem-solvingadaptabilitymotivation