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.