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

Job Description

We are looking for an experienced Call Center Supervisor to lead our growing call center team in San Antonio, TX! The ideal candidate brings strong call center leadership experience, a data-driven approach to performance management, and comfort using modern technology and AI-powered tools to drive better outcomes.

Primary Responsibilities

• Lead, coach, and develop a team of Call Center Representatives, fostering a culture of accountability, service excellence, and continuous improvement
• Oversee daily call center operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts
• Monitor call reporting dashboards and team performance against key performance indicators (e.g., average handle time, first-call resolution, quality scores, on-time performance), intervening when metrics fall below standard
• Serve as the escalation point for complex or high-impact calls, resolving issues with a solution-focused approach that balances member/customer needs with operational goals
• Analyze call reporting and performance data to identify trends, root causes, and opportunities for process improvement, and lead initiatives to act on those findings
• Champion the use of data-driven decision-making and AI-enabled tools and technology (e.g., speech/interaction analytics, AI-assisted quality monitoring, workforce management platforms) to improve efficiency, quality, and member experience
• Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted call center operations
• Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching, development plans, and corrective action in partnership with leadership and HR
• Onboard and train new Call Center Representatives and maintain up-to-date training materials and SOPs
• Report on team KPIs, staffing, and operational issues to operations leadership
• Collaborate cross-functionally with Network Management, Provider Relations, and other internal teams
• Other duties as assigned

Required Education and Experience

• 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

Preferred Education and Experience

• Bachelor’s degree preferred
• Experience with AI-powered call center technology (e.g., speech analytics, AI quality monitoring, chatbots or virtual agents)
• Experience with workforce management, scheduling, and QA tools
• Knowledge of the healthcare or non-emergency medical transportation (NEMT) industry
• Bilingual Spanish

Skills

• Proven leadership skills with the ability to motivate, coach, and hold a team accountable in a high-stress environment
• Strong analytical skills with the ability to interpret call reporting and operational data, identify trends, and translate them into action
• Data-driven mindset with working knowledge of, or strong interest in, AI and other technology tools that improve call center performance
• Solution-oriented approach to problem solving, with strong conflict resolution and customer service skills
• Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phone
• Sound judgment and decisiveness when managing escalations and competing real-time priorities
• Ability to delegate effectively while maintaining ownership of team outcomes
• Ability to adapt to unforeseen circumstances quickly and lead a team through change

Job Requirements

• Must be able to pass criminal background record check
• Must be legally authorized to work in the US without current or future sponsorship.
• Ability to work flexible shifts, including availability to support evenings, weekends, and holidays as operational needs require

About SafeRide Health

SafeRide Health is a technology and services company committed to eliminating transportation barriers to healthcare. By combining our proprietary tech platform with a nationwide network of vetted transportation providers, we empower payers and health systems to deliver smarter, more reliable non-emergency medical transportation.

Our platform supports the nation's largest Medicare Advantage, Medicaid, and provider programs improving health outcomes and patient experiences at scale.