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.
