Call Center Supervisor

Description

POSITION DESCRIPTION

POSITION: Supervisor – Call Center

DEPARTMENT: Call Center

LOCATION: 1575 Blue Hill Avenue, Mattapan Director of Clinical Health 

Services, MA 02126

REPORTS TO: Patient Services Manager

TYPE: Full-Time 

SALARY: $25 - $30 per hour

INDMCHCSJ 

JOB SUMMARY:

Under the direction of the Patient Service Manager , the Call Center Supervisor leads, coordinates, and oversees the daily operations of the call center. This role ensures that call center functions are operating efficiently and aligned with departmental goals, including provider schedule management, staff supervision, training, and continuous workflow improvements.

The Supervisor plays a vital role in maintaining high standards of customer service, coaching team members, optimizing call handling processes, and managing provider schedule templates. 

Duties and Responsibilities:

Scheduling & Template Management

• Create, maintain, and optimize provider schedule templates, including onboarding ramp-up schedules and back-end configuration.
• Manage non-acute vacation/sick time blocking and ensure appropriate patient rescheduling.
• Review and adjust provider and clinical schedules to ensure efficient slot utilization.
• Serve as the main point of contact for providers regarding scheduling concerns and requests.

Call Center Operations & Supervision

• Supervise daily call center operations, ensuring smooth workflows and appropriate coverage.
• Approve staff vacation/sick time and correct timecards when needed.
• Conduct weekly team huddles and monthly one-on-one meetings with staff.
• Perform monthly call quality reviews (10 calls per agent) and provide coaching as needed.
• Maintain operational efficiency and reduce call handling times through process optimization.

Training & Workflow Development

• Onboard and train newly hired call center staff; prepare and maintain new hire training binders.
• Identify training needs and coordinate ongoing development opportunities.
• Create and maintain standardized workflows and protocols for call center operations.
• Coordinate RingCentral and related systems training with IT.

Escalation & Customer Service Excellence

• Handle escalated patient concerns and ensure timely, satisfactory resolution.
• Ensure call center agents deliver compassionate, responsive, and high-quality service at all times.
• Maintain professionalism and discretion when handling sensitive or confidential information.

Requirements

• 3–5 years of directly related experience in a healthcare or call center environment required.
• Minimum 2–3 years of experience managing provider schedules and templates; Epic template management strongly preferred.
• Bilingual skills in Haitian Creole or Spanish strongly preferred.
• Proven track record in a call center setting, including at least 2 years in a supervisory or lead role.
• Exceptional ability to prioritize tasks, meet deadlines, and support multiple team objectives.
• Strong critical thinking and problem-solving skills with the ability to act independently and with sound judgment.
• Ability to build constructive relationships with staff, providers, and leadership.
• Excellent written and verbal communication and presentation skills.
• Professional discretion in handling sensitive provider or patient information.
• Flexibility to work shifts, weekends, or extended hours, as needed.
• Bachelor’s degree preferred; high school diploma or GED required.