OSS Call Center In Office Supervisor
hace 7 días
Coral Springs
Job DescriptionDescription: Call Center Supervisor (In-Office) Location: In-Office Employment Type: Full-Time, Permanent Compensation: $50,000 - $65,000 Annual Base Salary + Team Performance Bonuses Schedule: Monday-Saturday (5-Day Work Week) Hours: Must be available to work between 8:30 AM and 7:00 PM EST as assigned Expected Hours: 40-45 hours per week About the Role We are seeking an experienced, results-driven Call Center Supervisor to lead an in-office team of 25+ sales agents focused on helping Medicare patients ages 65+ enroll in Continuous Glucose Monitoring (CGM) programs. This role is responsible for the day-to-day management of call center operations, agent performance, sales production, quality assurance, workforce management, and employee coaching. The ideal candidate is a hands-on leader who thrives in a high-volume sales environment and is passionate about developing people, improving performance, and driving results. Key ResponsibilitiesTeam Leadership & Coaching • Supervise, motivate, and develop a team of 25+ sales agents., • Conduct daily huddles, coaching sessions, and performance reviews., • Monitor and improve individual and team performance against established KPIs and sales goals., • Create action plans for underperforming agents and recognize top performers., • Foster a positive, accountable, and results-oriented culture.Call Center Operations, • Manage daily call center operations to ensure productivity and service level expectations are achieved., • Monitor staffing, schedules, attendance, and adherence., • Ensure proper call coverage and workforce management throughout operating hours., • Collaborate with leadership on operational improvements and growth initiatives., • Assist with onboarding and training of new team members.Sales Performance Management, • Drive call center sales performance through coaching and accountability., • Monitor key metrics including:, • Sales conversions, • Contact rates, • Transfer rates, • Appointment rates, • Productivity metrics, • Attendance and schedule adherence, • Identify performance trends and implement corrective actions when necessary., • Support achievement of monthly, quarterly, and annual sales goals.Dialer & Workforce Management, • Manage and optimize dialer performance and call routing strategies., • Monitor lead flow, campaign performance, and agent utilization., • Work with leadership to maximize outbound productivity and sales opportunities., • Assist with forecasting and staffing needs.Quality Assurance & Compliance, • Conduct call monitoring and quality reviews., • Deliver actionable feedback and coaching based on QA findings., • Ensure compliance with company policies, Medicare-related requirements, and call center procedures., • Maintain documentation related to coaching, performance, and disciplinary actions.Employee Relations, • Support HR-related processes including attendance management, coaching documentation, corrective actions, and policy enforcement., • Ensure compliance with labor laws, company policies, and scheduling requirements., • Partner with leadership and HR on employee development and engagement initiatives.Requirements: a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } QualificationsRequired Experience • 1-2 years of Call Center Management or Supervisory experience., • 2-3 years of Sales and Operations experience., • Experience managing teams in a high-volume outbound sales environment., • Proven success coaching agents to achieve performance goals and KPIs., • Experience with quality assurance programs and performance management., • Experience managing dialer systems and outbound calling campaigns., • Knowledge of attendance management, workforce planning, labor hours, and employee relations.Preferred Qualifications, • Experience in healthcare, Medicare, medical devices, DME, CGM, RPM, or related industries., • Familiarity with CRM systems, Five9, or similar call center platforms., • Experience analyzing call center reporting and performance dashboards., • Strong understanding of compliance-driven sales environments.Skills & Competencies, • Strong leadership and coaching abilities, • Excellent communication and interpersonal skills, • Data-driven decision making, • Problem-solving and conflict resolution, • Time management and organizational skills, • Ability to thrive in a fast-paced, goal-oriented environment, • High level of accountability and professionalismBenefits, • Competitive Base Salary: $50,000 - $65,000, • Monthly and Quarterly Team Performance Bonuses, • Full Benefits Package, • 401(k) with Company Match, • Paid Time Off (PTO), • Paid Sick Time, • Health, Dental, and Vision Insurance, • Career Growth Opportunities, • Stable Full-Time EmploymentWhy Join Us? Join a growing healthcare sales organization dedicated to improving the lives of Medicare beneficiaries through access to innovative CGM technology. You'll have the opportunity to lead a high-performing team, make a direct impact on business growth, and build a rewarding long-term career with a company that values results, leadership, and development. Apply today if you're an experienced call center leader who knows how to build winning teams, drive sales performance, and create a culture of accountability and success.