AI-Driven Call Center Supervisor

SafeRide Inc; San Antonio (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

SafeRide Health in San Antonio, TX is seeking an experienced Call Center Supervisor to lead a growing team. You will coach reps, manage performance, and ensure service excellence while using data and AI tools to drive better outcomes.

This role requires 3+ years in call centers, including at least 1 year in supervision, a high school diploma, and a comfort with analytics. You will optimize scheduling, quality, and KPIs, partnering with HR and operations. Bilingual Spanish is a plus.

Qualifications

• 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.

Responsibilities

• Lead, coach, and develop a team of Call Center Representatives, fostering accountability and service excellence.
• Oversee daily call center operations, ensuring coverage, productivity, and SOP adherence across shifts.
• Monitor dashboards and KPI performance, intervening when metrics fall below standard.
• Escalate and resolve complex calls balancing member needs with operations.
• Analyze data to identify trends and drive process improvements with AI tools.

Skills

Leadership

Analytical skills

Data-driven mindset

Communication

Problem solving

Conflict resolution

Customer service

Team coaching

Decision making

Change management

Education

High school diploma

Bachelor’s degree preferred

Tools

Speech analytics

AI quality monitoring

Chatbots/Virtual agents

Workforce management tools

Job description

SafeRide Health in San Antonio, TX is seeking an experienced Call Center Supervisor to lead a growing team. You will coach reps, manage performance, and ensure service excellence while using data and AI tools to drive better outcomes.

This role requires 3+ years in call centers, including at least 1 year in supervision, a high school diploma, and a comfort with analytics. You will optimize scheduling, quality, and KPIs, partnering with HR and operations. Bilingual Spanish is a plus.