Contact Center Retention Supervisor

Job Description: Directly supervise, coach, and hold accountable a team of retention agents across multiple campaign types including high risk retentionDo you have the skills to fill this role Read the complete details below, and make your application today.Establish yourself as the first point of contact for your agents — questions, escalations, and concerns route through you, not around youDeliver structured coaching sessions and regular performance conversations with documentationBuild a team culture where agents are clear on expectations, processes, and standards at all timesMonitor daily activity across calls, queues, and campaign performance, and take action when things driftHandle escalated patient and agent issues efficiently without needing to escalate upward for routine problemsEnsure strict adherence to QA standards, PI verification requirements, and Nsight policies on every call type — not just the ones being actively gradedOwn your team's KPIs: retention rates, call handling time, ACW, occupancy, and QA scoresRequirements: 2 or more years in a supervisory role within a contact center or high-volume customer service environmentDirect experience managing agents in a retention, high risk, or escalation-based call environment strongly preferredDemonstrated ability to lead a team with strong or assertive personalities without losing authority or consistencyProven track record of owning team performance metrics and closing gaps with minimal hand-holding from aboveHands-on experience using AI tools in a contact center xevrcyc context — conversation intelligence platforms, Auto QA, AI-assisted coaching, or similar — is strongly preferredExperience with CRM and dialer platforms; PRVNT or similar healthcare CRM a plusFamiliarity with QA scoring frameworks, infraction processes, and dispute workflows is a plusBenefits: 11 Paid Company Holidays annuallyPaid Time Off (PTO)Company-provided equipmentMedical, Dental, Vision, and supplemental insurance options