Contact Center Supervisor

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