AI-Enabled Call Center Supervisor

SafeRide Inc; San Antonio (TX); On-site; USD 48,000 - 68,000; Full time

Job summary

SafeRide Health is seeking an experienced Call Center Supervisor to lead a growing team in San Antonio, TX. The role emphasizes data-driven performance management, coaching, and effective use of AI-enabled tools to improve outcomes and member experience.

The supervisor will oversee daily operations, monitor KPIs, and collaborate with Network Management and HR to ensure quality service and continuous improvement across shifts and teams.

Qualifications

• 3+ years of call center leadership experience, including supervisory responsibilities.
• Proven ability to analyze call reporting data and identify trends to drive improvements.
• Experience coaching, developing, and managing performance in a fast-paced environment.
• Comfort with data and 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 KPIs, intervening when metrics fall below standard.
• Serve as escalation point for complex calls and balance member needs with operational goals.
• Analyze data to identify trends and drive process improvements; lead optimization initiatives.
• Promote data-driven decision making and AI tools to improve efficiency and quality.
• Manage scheduling, timekeeping, and PTO to maintain operations.
• Conduct QA reviews, offer coaching and development plans in partnership with leadership and HR.
• Onboard and train new representatives; maintain training materials and SOPs.
• Report KPIs and staffing to operations leadership; collaborate with cross-functional teams.

Skills

Leadership

Call center management

Performance metrics

Data analysis

AI tools familiarity

Coaching

Communication

Scheduling

Education

High school diploma

Bachelor’s degree preferred

Tools

Workforce management software

Speech analytics

AI quality monitoring

CRM systems

Job description

SafeRide Health is seeking an experienced Call Center Supervisor to lead a growing team in San Antonio, TX. The role emphasizes data-driven performance management, coaching, and effective use of AI-enabled tools to improve outcomes and member experience.

The supervisor will oversee daily operations, monitor KPIs, and collaborate with Network Management and HR to ensure quality service and continuous improvement across shifts and teams.