Job Description
Job Description
Position Summary
The Operations Supervisor provides daily leadership, oversight, and operational support to Contact Center team members, typically overseeing 15–25 direct reports. This role is responsible for ensuring inbound member and provider call activity meets established service level, quality, productivity, and compliance standards.
In addition to people leadership, the Supervisor serves as an operational analyst and technology support liaison, responsible for monitoring performance metrics, analyzing trends, supporting workforce efficiency, and providing first-level troubleshooting for call center systems. This position works closely with Workforce Management, Quality Assurance, IT Helpdesk Support, and other Operations leaders to support system enhancements, process improvements, and strategic initiatives across the organization.
Essential Functions
- Supervise and provide daily leadership to Contact Center team members, typically 15–25 direct reports.
- Monitor call queues, adherence, and service levels; partner with Workforce Management to adjust staffing and workflows.
- Coach and motivate team members through call monitoring, quality feedback, and recurring one-on-one meetings.
- Perform employee goal setting, evaluations, disciplinary actions, and development planning.
- Maintain daily, weekly, and monthly operational reports and analyze performance trends.
- Serve as a first-level technology support resource and submit IT Helpdesk tickets as needed.
- Participate in system implementations, UAT testing, and process improvement initiatives.
- Partner with HR on hiring, onboarding, training, and workforce planning.
- Maintain attendance records and complete bi-monthly payroll approvals.
- Escalate unusual operational, system, or employee issues to leadership.
- Perform other duties as assigned.
Qualifications / Education / Experience
- Minimum of two years of contact center or customer service experience.
- Supervisory or team-lead experience preferred.
- Prior experience in dental, healthcare, or insurance environments preferred.
- Strong proficiency with Microsoft Office, particularly Excel for reporting and analysis.
- Demonstrated experience with call center metrics, analytics, and trend analysis.
- Working knowledge of call center systems and telecommunications technology.
- Strong organizational, analytical, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- May occasionally work weekends or holidays to support operational or system needs.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear. Use of hands is required for such technological devices such as a computer, telephone and others. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. The employee will be required to travel (sometimes long distances) to attend required meetings.
- Work environment: The work is limited to the office environment with occasional trips to other office facilities or locations necessitating walking outdoors or driving. The noise level in the work environment is usually minimal.