Call Center Supervisor - Tucker, GA at Southern Motor Carriers

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Management, Coaching, Performance Monitoring, Quality Assurance, HIPAA Compliance, Cultural Competency, Empathetic Communication, CRM Technology, Leadership, Problem Solving, Healthcare Equity, Team Support, Training and Development, Reporting, Engagement Outcomes, Dialer Systems

Industry

Description

Description About Best Foot Forward At Best Foot Forward, we specialize in culturally attuned, HITRUST-certified engagement solutions for Medicaid populations. We go beyond traditional outreach — building trust, verifying contact, and reconnecting members to care when it matters most. We’re growing — and we’re looking for a mission-driven Call Center Supervisor to help lead our dedicated engagement team in connecting with the “unreachable.” Position Summary The Call Center Supervisor will support the daily operations of our outreach team, ensuring quality interactions, consistent performance, and a positive member experience. This frontline leader will coach team members, monitor productivity, and reinforce workflows designed to drive outcomes tied to healthcare access, redetermination, and preventive care engagement. Key Responsibilities Team Support & Supervision Oversee a team of outreach specialists (call center agents) during daily shifts Provide coaching, feedback, and side-by-side support to strengthen performance Monitor key performance indicators (reach rates, engagement outcomes) and address issues in real time Conduct call monitoring and QA checks to ensure compliance and member-centered service Operations & Process Adherence Ensure agents follow scripts, workflows, and escalation protocols Monitor dialer systems, call routing, and campaign pacing to meet goals Support adherence to HIPAA, HITRUST, and internal compliance standards Training & Development Assist with onboarding and training of new outreach specialists Reinforce cultural competency and empathetic communication practices Identify training needs and escalate to management for further development planning Collaboration & Reporting Work closely with Call Center Manager and leadership to align outreach execution with campaign goals Provide daily/weekly shift updates, including performance highlights and challenges Report staffing, scheduling, and operational needs to management Qualifications 2–4 years of experience in a call center environment, with at least 1 year in a lead or supervisory role (healthcare or Medicaid/Medicare preferred) Strong understanding of call center metrics and quality standards Bilingual (English/Spanish or English/Creole) preferred, not required Experience with CRM or call center technology platforms Excellent communication, leadership, and problem-solving skills Passion for advancing healthcare equity and making a difference in member lives Preferred Traits Hands-on, empathetic leader who leads by example Strong attention to detail and commitment to quality assurance Comfortable in a fast-paced, goal-driven environment Familiarity with Medicaid redetermination or health plan outreach programs a plus

Responsibilities

The Call Center Supervisor will oversee the daily operations of the outreach team, ensuring quality interactions and a positive member experience. This role involves coaching team members, monitoring productivity, and reinforcing workflows to drive healthcare access outcomes.