Member Support Supervisor
On-site · Fort Worth, Texas, United States
Job Summary
Lead and develop a high-volume inbound call team; coach daily; monitor calls and CRM data to identify trends, close skill gaps, and drive quality metrics; handle escalated member interactions with composure and clear resolution; ensure schedule adherence and achievement of conversion targets and quality standards; run team huddles, one-on-ones, and performance reviews; collaborate with operations and clinic teams to maintain smooth workflows and high service levels; maintain a calm, productive floor culture with strong standards.
Required Qualifications
- Minimum 1 year of experience supervising a call center team
- Strong verbal communication
- Data-driven coaching
- Ability to coach and develop a team
- Experience with CRM data and quality metrics
- Ability to handle escalated member interactions
- Schedule adherence and performance management
- Leadership and people development skills
- Experience in a fast-paced, high-volume environment
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