Call Center Supervisor

Oversee daily Call Center operations, including inbound and outbound call activity, queue management, and workforce execution. Monitor performance indicators such as service levels, abandonment rates, and productivity throughout the workday while managing schedules, breaks, and overtime allocation. Provide direct supervision, real-time coaching, and performance feedback to agents, conducting regular quality reviews and call monitoring sessions. Resolve escalated calls and complaints, ensuring accurate documentation of patient interactions and compliance with privacy and regulatory standards. Collaborate with cross-functional teams to implement workflow improvements and support business continuity during staffing shortages or system disruptions. Partner with the Patient Services Manager to address performance concerns and drive employee development initiatives.