Call Center Supervisor
- Location: Parsippany, NJ
- Schedule: Monday thru Friday 8am-5pm
- Salary: $70,000/annually - plus commission
Job SummaryPrideStaff is partnering with a leading medical solutions company to find a dedicated and experienced Call Center Supervisor to join our expanding team. In this pivotal role, you will be responsible for supervising a team of call center agents, providing essential guidance and coaching to deliver exceptional customer service and enhance patient experiences.If you're ready to take your career to the next level and make a meaningful impact in the medical solutions field, we want to hear from you!What We Offer:•Competitive salary•Bonus earning potential•Career advancement opportunities•Paid time off•Medical/Dental/Vision•401(k) with company matchingKey Responsibilities:•Lead and Manage Call Center Agents: Supervise, coach, and develop agents to ensure high-quality service for patient inquiries, ensuring they meet all performance metrics and compliance standards.•Performance Monitoring & Coaching: Track and analyze team performance through KPIs and develop strategies to enhance productivity, efficiency, and customer satisfaction.•Escalated Call Handling: Address complex or escalated patient calls, resolve complaints, and offer solutions to issues raised.•Training & Development: Implement and evaluate training programs to continuously improve agents' skills and product knowledge.•Data Analysis & Reporting: Prepare and analyze reports to monitor call center performance, support decision-making, and identify areas for process improvements.•Operational Efficiency: Identify operational challenges and propose solutions to improve call handling, workflow, and claims processing.•Leadership & Support: Offer leadership, motivation, and support to ensure the team is aligned with company goals, while maintaining a positive and productive environment.•Attendance & Scheduling: Manage agent attendance, timecards, and schedules in accordance with company policies.•Quality Assurance: Conduct quality checks, feedback sessions, and performance reviews to ensure continuous improvement.Qualifications:•3+ years of call center leadership experience, ideally in the healthcare or insurance industry•Proven ability to manage call center metrics and drive team performance•Strong analytical skills, with experience analyzing KPI data and performance reports•Experience with call center technologies such as ACD, IVR, and CRM systems•Ability to handle high-pressure situations and manage customer complaints effectively•Excellent communication skills, both verbal and written•Ability to collaborate with team members and other leadership staff•Strong organizational skills and attention to detail•Proficiency in Microsoft Office Suite and call center management softwareRequired Education:•Bachelor's Degree or equivalent work experience in a relevant fieldCompensation / Pay Rate (Up to): $65,000.00 - $75,000.00 Per Year