CareCore National Supervisor Non-Clinical Contact Center Operations in Melbourne, Florida

Supervisor Non-Clinical Contact Center Operations

Supervisor Non-Clinical Contact Center Operations

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Contact Center Supervisor (Non-Clinical)

Supervisor experience required - Supervisor to Ratio agent is 1 to 30+ with continued recruriting to add to staffing. This is required in order to sustain client obligations and achieve performance goals; taffing metrics.

Job Title: Contact Center Supervisor

Reports To: Contact Center Manager

Hours: Various schedules to cover operating hours (7AM – 9PM EST)


Responsible for the daily supervision, coaching and development of team members:

  • Knowledgeable in core non-clinical business processes and the work performed in various departments

  • Monitors work flow and call queues to ensure appropriate metrics are achieved; ability to prioritize and multi-task on a daily basis

  • Accountable for the team’s performance in both statistical and quality metrics

  • Conducts performance reviews timely

  • Stays educated on all procedures and changing requirements for our clients; keeps team members apprised of policy changes

  • Communicates effectively with other departments and management to resolve problems/expedite work

  • Maintains a high level of confidentiality

  • Quickly identifies performance or attendance issues and creates action plans to address

  • Values all team member contributions; provides encouragement and recognition to ensure a high performing and engaged team

  • Makes recommendations to management concerning team member career progression, implementation of new ideas or improvement of existing work processes


Position Qualifications: Education: College degree preferred or equivalent work experience

Experience: Minimum of two years' experience in healthcare call center or healthcare customer service

  • Proficient with various applications or software, such as: Outlook, Word, Excel, Powerpoint and ADP Excellent leadership and communication skills

  • Excellent organizational skills

  • Ability to complete special projects or other duties as assigned

  • Maintain flexibility to variations in work volume/work schedule, which sometimes require extended working hours

  • Ongoing professional development required, by taking advantage of suggested/offered classes, modules or development course