OSS Call Center In Office Supervisor at Quest Health Solutions LLC

Coral Springs, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

65000.0

Posted On

19 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Sales Performance Management, Call Center Operations, Workforce Management, Quality Assurance, Dialer Management, Employee Relations, KPI Monitoring, Conflict Resolution, Time Management, Data-Driven Decision Making

Industry

Hospitals and Health Care

Description

Description Call Center Supervisor (In-Office) Location: In-Office Employment Type: Full-Time, Permanent Compensation: $50,000 - $65,000 Annual Base Salary + Team Performance Bonuses Schedule: Monday-Saturday (5-Day Work Week) Hours: Must be available to work between 8:30 AM and 7:00 PM EST as assigned Expected Hours: 40-45 hours per week About the Role We are seeking an experienced, results-driven Call Center Supervisor to lead an in-office team of 25+ sales agents focused on helping Medicare patients ages 65+ enroll in Continuous Glucose Monitoring (CGM) programs. This role is responsible for the day-to-day management of call center operations, agent performance, sales production, quality assurance, workforce management, and employee coaching. The ideal candidate is a hands-on leader who thrives in a high-volume sales environment and is passionate about developing people, improving performance, and driving results. Key Responsibilities Team Leadership & Coaching Supervise, motivate, and develop a team of 25+ sales agents. Conduct daily huddles, coaching sessions, and performance reviews. Monitor and improve individual and team performance against established KPIs and sales goals. Create action plans for underperforming agents and recognize top performers. Foster a positive, accountable, and results-oriented culture. Call Center Operations Manage daily call center operations to ensure productivity and service level expectations are achieved. Monitor staffing, schedules, attendance, and adherence. Ensure proper call coverage and workforce management throughout operating hours. Collaborate with leadership on operational improvements and growth initiatives. Assist with onboarding and training of new team members. Sales Performance Management Drive call center sales performance through coaching and accountability. Monitor key metrics including: Sales conversions Contact rates Transfer rates Appointment rates Productivity metrics Attendance and schedule adherence Identify performance trends and implement corrective actions when necessary. Support achievement of monthly, quarterly, and annual sales goals. Dialer & Workforce Management Manage and optimize dialer performance and call routing strategies. Monitor lead flow, campaign performance, and agent utilization. Work with leadership to maximize outbound productivity and sales opportunities. Assist with forecasting and staffing needs. Quality Assurance & Compliance Conduct call monitoring and quality reviews. Deliver actionable feedback and coaching based on QA findings. Ensure compliance with company policies, Medicare-related requirements, and call center procedures. Maintain documentation related to coaching, performance, and disciplinary actions. Employee Relations Support HR-related processes including attendance management, coaching documentation, corrective actions, and policy enforcement. Ensure compliance with labor laws, company policies, and scheduling requirements. Partner with leadership and HR on employee development and engagement initiatives. Requirements a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } Qualifications Required Experience 1-2 years of Call Center Management or Supervisory experience. 2-3 years of Sales and Operations experience. Experience managing teams in a high-volume outbound sales environment. Proven success coaching agents to achieve performance goals and KPIs. Experience with quality assurance programs and performance management. Experience managing dialer systems and outbound calling campaigns. Knowledge of attendance management, workforce planning, labor hours, and employee relations. Preferred Qualifications Experience in healthcare, Medicare, medical devices, DME, CGM, RPM, or related industries. Familiarity with CRM systems, Five9, or similar call center platforms. Experience analyzing call center reporting and performance dashboards. Strong understanding of compliance-driven sales environments. Skills & Competencies Strong leadership and coaching abilities Excellent communication and interpersonal skills Data-driven decision making Problem-solving and conflict resolution Time management and organizational skills Ability to thrive in a fast-paced, goal-oriented environment High level of accountability and professionalism Benefits Competitive Base Salary: $50,000 - $65,000 Monthly and Quarterly Team Performance Bonuses Full Benefits Package 401(k) with Company Match Paid Time Off (PTO) Paid Sick Time Health, Dental, and Vision Insurance Career Growth Opportunities Stable Full-Time Employment Why Join Us? Join a growing healthcare sales organization dedicated to improving the lives of Medicare beneficiaries through access to innovative CGM technology. You'll have the opportunity to lead a high-performing team, make a direct impact on business growth, and build a rewarding long-term career with a company that values results, leadership, and development. Apply today if you're an experienced call center leader who knows how to build winning teams, drive sales performance, and create a culture of accountability and success.

Responsibilities

Lead and develop a team of 25+ sales agents focused on Medicare CGM program enrollment. Manage daily call center operations, including dialer optimization, quality assurance, and performance tracking against KPIs.