Call Center Supervisor — Patient Care Leader

Pinnacle Fertility; Scottsdale (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive healthcare

Dental insurance

Life insurance

Vision insurance

Generous PTO and holidays

Retirement savings program

Job summary

Pinnacle Fertility seeks a Call Center Supervisor to lead domestic and international call center teams in Scottsdale, AZ. This full-time, onsite role partners with a multidisciplinary team to deliver high-quality patient interactions and support throughout the journey to parenthood.

The role emphasizes performance coaching, KPI tracking, and process improvements, with a focus on compassionate, compliant patient care and excellent service standards.

Qualifications

• 5+ years in a call center environment.
• 2+ years in a supervisory role.
• 1 year of healthcare experience preferred.
• Strong problem-solving skills and patient satisfaction focus.

Responsibilities

• Lead and manage domestic and international call center teams.
• Monitor performance, coach agents, and conduct quality audits.
• Track KPIs and reporting to meet targets and customer satisfaction.
• Oversee script development, training, and coaching to improve interactions.
• Act as main escalation contact with data privacy compliance.
• Coordinate across time zones and collaborate with internal teams.

Skills

Team leadership

Customer service

Problem solving

Communication

Time management

Job description

Pinnacle Fertility seeks a Call Center Supervisor to lead domestic and international call center teams in Scottsdale, AZ. This full-time, onsite role partners with a multidisciplinary team to deliver high-quality patient interactions and support throughout the journey to parenthood.

The role emphasizes performance coaching, KPI tracking, and process improvements, with a focus on compassionate, compliant patient care and excellent service standards.