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Call Center Supervisor

Job Description:

Genesis Communications is working is looking for a Call Center Supervisor. This is as hands on supervisor role!
Call Center Supervisors do take some calls for the center will supervise a team of 18-20 team members. Must be very analytical and have a professional demeanor.

Primary Job Functions include, but are not limited to:

  • Demonstrate competence in the areas of critical thinking, interpersonal relationships, and technical skills.

  • Demonstrate ability to provide care/service safely and efficiently for the care of each patient.

  • Provide daily supervision of call center employees. Use techniques that reflect good leadership skills, encourage employees to be customer service focused, demonstrating good public relations for internal and external customers.

  • Manage staff to perform job responsibilities and tasks in a manner that will help the call center team achieve above average service levels for abandonment rate, hold time, and wait time and customer service.

  • Manage the shift reporting for the shift and ensures all work is being done and documented correctly.

  • Attend mandatory weekly meetings with the Call Center Manager

  • Attend monthly Call Center leadership meetings.

  • Oversee all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning. Must be able to use all switchboard software and hardware systems. 

  • Attend all quarterly Call Center operational, computer and customer service training sessions.

  • Provide initial, on-going and cross-training of employee. Assess employee level of knowledge, 

  • Ensure that employee has a thorough understanding of job expectations. Report any issues to Call Center Manager.

  • Make reports regarding traffic patterns and recommends ways to improve operating efficiency.

  • Interview and screens applicants, makes recommendations with appropriate justification.

  • Assist with explanation of departmental procedures and the organization of the medical center to new operators.

  • Provide daily in service meetings to staff or delegate when necessary. Maintain office manuals and notebooks.

  • Manage a core group of team members. 

  • Complete annual performance review for core team members

  • Work with HR to determine appropriate disciplinary actions when necessary

  • Track and monitors attendance, performance and conduct related issues for core team members.

  • Conduct weekly meetings with core team members

  • Conduct monthly shift meetings with core team members and other team members to ensure continuity in shift and overall call center operations.

  • Manage the call que(s) in absence of Call Center Lead

  • Prepare daily, weekly and monthly reports


Job Requirements/Typical Qualifications:


  • Knowledge and proficiency of call center management tools and principles, and knowledge of and proficiency in quality improvement tools and processes

  • Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner

  • Must be able to work independently and as a member of a team

  • Proven experience dealing with crisis and ability to create processes that best benefit the entire team

  • Must possess ability to analyze data and report on center performance

  • Excellent customer service and phone skills

  • Strong time management and organizational skills

  • Ability to accurately type 35 corrected words per minute, and ability to work independently or with a team a must

  • Intermediate to advanced proficiency with Excel, Word and Outlook

  • Bi-lingual would be advantageous

  • Communication, Oral - Ability to communicate effectively with others using the spoken word

  • Communication, Written - Ability to communicate in writing clearly and concisely

  • Customer Oriented - Ability to take care of the customers' needs while following company procedure

  • Interpersonal - Ability to get along well with a variety of personalities and individuals

  • Energetic - Ability to work at a sustained pace and produce quality work

  • Reliability - The trait of being dependable and trustworthy

  • Management Skills - Ability to organize and direct oneself and effectively supervise others


Employment Type: Full-Time

Job Type: Human Resources, Management

Education: Qualified candidates must have a high-school degree or GED (college degree preferred)

Experience: 3-5 years heavy phone volume customer service experience to include to in-bound call center/customer service experience; 3 years demonstrated experience leading and supervising staff

Manages Others: Yes

Industry: Education - Teaching - Administration, Telecommunications, Other Great Industries

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