Job Description
We are looking for an experienced Call Center Supervisor to lead our growing call center team in San Antonio, TX! The ideal candidate brings strong call center leadership experience, a data-driven approach to performance management, and comfort using modern technology and AI-powered tools to drive better outcomes.
Primary Responsibilities
- Lead, coach, and develop a team of Call Center Representatives, fostering a culture of accountability, service excellence, and continuous improvement
- Oversee daily call center operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts
- Monitor call reporting dashboards and team performance against key performance indicators (e.g., average handle time, first-call resolution, quality scores, on-time performance), intervening when metrics fall below standard
- Serve as the escalation point for complex or high-impact calls, resolving issues with a solution-focused approach that balances member/customer needs with operational goals
- Analyze call reporting and performance data to identify trends, root causes, and opportunities for process improvement, and lead initiatives to act on those findings
- Champion the use of data-driven decision-making and AI-enabled tools and technology (e.g., speech/interaction analytics, AI-assisted quality monitoring, workforce management platforms) to improve efficiency, quality, and member experience
- Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted call center operations
- Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching, development plans, and corrective action in partnership with leadership and HR
- Onboard and train new Call Center Representatives and maintain up-to-date training materials and SOPs
- Report on team KPIs, staffing, and operational issues to operations leadership
- Collaborate cross-functionally with Network Management, Provider Relations, and other internal teams
- Other duties as assigned
Required Education and Experience
- High school diploma or equivalent
- Minimum of three (3) years of call center experience, including at least one (1) year in a lead or supervisory role
- Demonstrated experience analyzing call reporting data and identifying trends to drive operational and quality improvements
- Demonstrated, solution-focused call center experience with a track record of resolving issues and improving the member experience
- Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment
- Comfort working with data and a willingness to use, and learn, AI-driven technology and reporting tools
Preferred Education and Experience
- Bachelor’s degree preferred
- Experience with AI-powered call center technology (e.g., speech analytics, AI quality monitoring, chatbots or virtual agents)
- Experience with workforce management, scheduling, and QA tools
- Knowledge of the healthcare or non-emergency medical transportation (NEMT) industry
- Bilingual Spanish
Skills
- Proven leadership skills with the ability to motivate, coach, and hold a team accountable in a high-stress environment
- Strong analytical skills with the ability to interpret call reporting and operational data, identify trends, and translate them into action
- Data-driven mindset with working knowledge of, or strong interest in, AI and other technology tools that improve call center performance
- Solution-oriented approach to problem solving, with strong conflict resolution and customer service skills
- Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phone
- Sound judgment and decisiveness when managing escalations and competing real-time priorities
- Ability to delegate effectively while maintaining ownership of team outcomes
- Ability to adapt to unforeseen circumstances quickly and lead a team through change
Job Requirements
- Must be able to pass criminal background record check
- Must be legally authorized to work in the US without current or future sponsorship.
- Ability to work flexible shifts, including availability to support evenings, weekends, and holidays as operational needs require
About SafeRide Health
SafeRide Health is a technology and services company committed to eliminating transportation barriers to healthcare. By combining our proprietary tech platform with a nationwide network of vetted transportation providers, we empower payers and health systems to deliver smarter, more reliable non-emergency medical transportation.
Our platform supports the nation's largest Medicare Advantage, Medicaid, and provider programs improving health outcomes and patient experiences at scale.
