Operations Supervisor

Johnson & Johnson

Operations Supervisor managing a healthcare call center team with a focus on service delivery. Ensuring compliance and operational efficiency while fostering team development.

Posted 5/8/2026full-timeRemote • Arizona, Florida, North Carolina, Pennsylvania, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Supervise, coach, and mentor a team of direct reports, ensuring excellent patient service.
Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training leadership for upskilling.
Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
Work closely with key business partners to achieve program goals, develop SOPs and ensure compliance.
Manage staff scheduling and maintain data quality standards based on program metrics. Implement and enhance operational processes for accuracy and efficiency.
Collaborate with leadership to create program SOP’s, WI’s and job aids and ensure implementation as required.
Review and update call guides for assigned programs as required.
Partner with leadership to create and implement quality assurance measures ensuring adherence to processes, procedures, and patient confidentiality.
Handle escalated patient concerns and logistical issues promptly, ensuring timely resolutions and maintaining patient satisfaction.
Track operational metrics, deliver regular reports and updates to management and stakeholders,
Recommend workflow, system, and process improvements to enhance efficiency, productivity, and overall program performance.
Work with cross-functional teams to implement new strategies and best practices.
Up to 10% travel may be required.
Other duties as assigned.

Requirements

What you’ll need

Bachelor’s Degree in Healthcare Administration, Business Management or related field
Minimum of 4 years working experience with 3+ years experience in a supervisory role in a call center environment, ideally within the healthcare industry
Strong understanding of call center operations, KPIs, and healthcare regulations
Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability
Proficient with using call center software, CRM tools, and Microsoft Office Suite

Benefits

Comp & perks

Inclusive work environment
Equal Opportunity Employer

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center operationskey performance indicatorshealthcare regulationsstaff schedulingdata quality standardsoperational processesquality assurance measuresworkflow improvementsprocess improvementsprogram performance

Soft Skills

leadershipcoachingmentoringteam motivationaccountabilitycollaborationproblem-solvingcommunicationperformance managementcustomer service