Call Center Supervisor

Zohorecruit; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Cobb Professional Services is seeking a Call Center Supervisor to lead daily call center operations and support a team of customer service representatives, coaching agents and ensuring a high-quality customer experience. You will monitor metrics like AHT, CSAT, FCR, and abandonment, while addressing escalations and driving improvements.

You will prepare regular performance reports for management and ensure adherence to schedules and procedures in a fast-paced environment in Dallas, TX.

Qualifications

• Experience supervising a call center or customer service team with leadership responsibilities.
• Strong verbal communication, active listening, coaching, and conflict-resolution skills.
• Ability to make sound decisions in a fast-paced environment.
• Familiarity with call center phone systems, CRM software, and performance reporting tools.
• Ability to interpret performance data and translate findings into coaching or improvements.

Responsibilities

• Lead daily floor operations, monitoring call queues, staffing, schedules, attendance and adherence to procedures.
• Assist with hiring, onboarding, training, and developing call center agents.
• Listen to calls, review quality, and provide timely coaching and feedback.
• Track and analyze KPIs such as AHT, CSAT, FCR, and abandonment rates.
• Handle escalated customer calls with professionalism and good judgment.
• Identify trends and recommend workflow and training improvements.
• Prepare regular performance and productivity reports for management.
• Communicate expectations and foster a supportive, accountable team environment.

Skills

Leadership

Coaching

Conflict resolution

Communication

Data interpretation

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Call center systems

Reporting tools

Job description

Dallas, United States | Posted on 09/25/2026

Cobb Professional Services Inc. provides Human Resource/Recruitment consulting and Insurance/Risk Management consulting services to clients across a variety of industries. We assist organizations by providing outsourced, strategic and functional business resources resulting in measurable achievements.

Job Description

Cobb Professional Services is seeking a Call Center Supervisor to lead daily call center operations and support a team of customer service representatives. The supervisor will coach agents, monitor service quality and performance, resolve escalated customer concerns, and help the team deliver a consistent customer experience.

Key Responsibilities

Lead daily floor operations, including monitoring call queues, staffing coverage, schedules, attendance, and adherence to procedures.

Assist with hiring, onboarding, training, and developing call center agents.

Listen to calls, review work quality, and provide timely one-on-one coaching and performance feedback.

Track and analyze key performance measures, including average handle time (AHT), customer satisfaction (CSAT), first-call resolution (FCR), and call abandonment rates.

Handle escalated customer calls with professionalism, sound judgment, and a focus on resolution.

Identify service trends and recommend improvements to workflows, training, and the customer experience.

Prepare regular performance and productivity reports for management.

Communicate expectations clearly and help build a supportive, accountable team environment.

Qualifications

Experience supervising a call center or customer service team, or substantial frontline customer service experience with demonstrated leadership responsibilities.

Strong verbal communication, active listening, coaching, and conflict-resolution skills.

Ability to make sound decisions and remain composed in a fast-paced environment.

Familiarity with call center phone systems, customer relationship management (CRM) software, and performance reporting tools.

Ability to interpret performance data and turn findings into practical coaching or operational improvements.

High school diploma or equivalent required; a degree in business or a related field is preferred.

Requirements

High school diploma or equivalent.

At least 3 years of experience in a call center, contact center, patient access, or comparable customer service environment.

At least 1 year of experience supervising, serving as a team lead, or formally coaching customer service staff.

Experience monitoring call quality and performance measures such as average handle time, customer satisfaction, first-call resolution, and call abandonment.

Experience managing escalated customer concerns, schedules, attendance, and daily staffing coverage.

Proficiency with call center phone systems, customer relationship management (CRM) software, and standard reporting tools.

Strong communication, coaching, problem-solving, and organizational skills.

Preferred Qualifications

Associate’s or bachelor’s degree in business, healthcare administration, management, or a related field.

At least 2 years of supervisory experience in a hospital, healthcare contact center, patient access department, or medical scheduling operation.

Familiarity with electronic health records (EHR) and patient scheduling systems.

Experience handling sensitive patient information and following applicable privacy policies.

Experience improving team performance through call reviews, training, and individual coaching plans.