Call Center Supervisor

Kelly Services; Dallas (TX); On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Retirement savings plan

Paid holidays

Transit spending account

Paid sick leave

Job summary

Kelly Services is seeking an experienced Call Center Supervisor in Texas to lead a healthcare patient services team, manage KPIs, and ensure HIPAA compliance. The role emphasizes coaching Case Managers, improving processes, and delivering high-quality patient interactions.

The candidate will supervise day-to-day operations, support onboarding, and collaborate with cross-functional partners to uphold quality and regulatory standards. Travel up to 10% may be required.

Qualifications

• + Bachelor's degree in healthcare/related field.
• + 4+ years of professional experience, incl. ~3 years in a supervisory role in a healthcare call center.
• + Strong understanding of healthcare call center ops, KPIs, quality metrics, HIPAA.
• + Experience leading, coaching, and developing employees.
• + Excellent communication and multitasking abilities.

Responsibilities

• Supervise, coach, mentor, and support a team of Case Managers and healthcare representatives.
• Monitor performance using KPIs and service metrics (productivity, quality, CSAT, service levels).
• Lead onboarding and training, identify development opportunities.
• Ensure HIPAA compliance and data privacy across processes.
• Identify process improvements to increase efficiency and accuracy.
• Prepare reports for leadership and stakeholders and track operational metrics.

Skills

Healthcare operations

Call center leadership

KPI management

Coaching & mentoring

Communication skills

Education

Bachelor's degree in Healthcare Administration

Business Management or related field

Tools

CRM systems

Microsoft Office

Job description

Call Center Supervisor

Location: TEXAS / Pittsburgh, PA / Raleigh, NC / Orlando, FL / Phoenix, AZ

Industry: Healthcare / Patient Services

Schedule: Monday–Friday; schedule may vary based on program needs

Payrate: $33/hour

Job Summary

We are seeking an experienced Case Manager Supervisor to lead and support a team responsible for providing high-quality service to patients and healthcare providers.

The Case Manager Supervisor will oversee day-to-day team operations, coach and mentor Case Managers, monitor performance and quality metrics, support onboarding and training, and ensure compliance with healthcare policies and regulations, including HIPAA.

The ideal candidate has strong healthcare call center, patient services, customer service, or case management leadership experience , along with a proven ability to manage KPIs, resolve escalated issues, improve processes, and maintain a high level of patient service.

Key Responsibilities

• Supervise, coach, mentor, and support a team of Case Managers and/or healthcare customer service representatives.

• Monitor team performance using KPIs and operational metrics, including productivity, quality, customer satisfaction, and service levels.

• Conduct regular performance discussions, provide feedback, establish performance goals, and maintain accountability.

• Support onboarding of new employees and identify training and development opportunities.

• Partner with training and leadership teams to improve employee skills and productivity.

• Ensure team compliance with company policies, procedures, SOPs, work instructions, and healthcare regulations, including HIPAA.

• Handle escalated patient, healthcare provider, and logistical concerns and ensure timely resolution.

• Maintain high standards for patient confidentiality, data quality, and documentation.

• Monitor staffing and scheduling needs to support program requirements.

• Review and help update call guides, SOPs, work instructions, and job aids.

• Partner with leadership to develop and implement quality assurance processes.

• Track operational metrics and prepare reports and updates for leadership and stakeholders.

• Identify workflow, system, and process improvements that increase efficiency, accuracy, productivity, and overall program performance.

• Collaborate with cross-functional teams to implement new processes, strategies, and best practices.

• Support a patient-focused culture while ensuring operational and compliance requirements are met.

• Travel of up to 10% may be required.

• Perform other duties as assigned.

Required Qualifications

• Bachelor's degree in Healthcare Administration, Business Management, or a related field.

• Minimum of 4 years of professional experience, including approximately 3 years in a supervisory/leadership role in a call center environment, preferably healthcare.

• Strong understanding of healthcare call center operations, KPIs, quality metrics, and applicable healthcare regulations.

• Demonstrated experience leading, coaching, and developing employees.

• Strong problem-solving and escalation-management skills.

• Excellent communication and interpersonal skills.

• Ability to work with multiple systems and technology platforms simultaneously.

• Proficiency with CRM/customer service systems and Microsoft Office.

• Ability to work effectively in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Healthcare patient services experience.

• Experience supervising Case Managers, Patient Support Specialists, Customer Experience Advocates, Patient Services Representatives, or similar healthcare contact-center employees.

• Experience with patient assistance, benefits verification, specialty pharmacy, medication shipment, or other patient support programs.

• Experience developing or implementing SOPs, work instructions, job aids, or quality assurance processes.

• Experience working with healthcare providers, patients, specialty pharmacies, or pharmaceutical programs.

• Ability to exercise independent judgment and make decisions in a fast-paced environment.

• Strong customer focus, collaboration, initiative, and results-oriented approach.

What We're Looking For

The successful candidate will combine people leadership with strong healthcare operations experience . This is not simply a senior Case Manager position—the person will be responsible for leading a team, monitoring performance, managing escalations, ensuring quality and compliance, and improving operational processes .

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We’re KellyConnect —and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .

Kelly Services is proud to be an Equal Employment Opportunity and Affir mp. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.