Contact Center Supervisor

USA Clinics Group; Northbrook (IL); On-site; USD 31,684 - 33,062; Full time

Benefits offered by this job

Health insurance

Retirement Plan

Paid time off (PTO)

Job summary

USA Clinics Group is seeking a Contact Center Supervisor in Northbrook, IL. This full-time role is responsible for supervising a team, overseeing call center processes, and driving performance improvements. Key qualifications include 2+ years of supervisory experience in a contact center and a high school diploma. Bilingual in Spanish is preferred. Benefits include health insurance and a retirement plan, with a schedule requiring occasional Saturday availability.

Qualifications

• 2+ years of contact center supervisory or lead experience.
• Demonstrated experience handling escalated callers and service issues.
• Schedule flexibility & ability to work 1 Saturday per month.

Responsibilities

• Provide daily direction and communication to employees for effective call handling.
• Monitor employee performance to achieve sales goals.
• Handle and resolve escalated patient calls and inquiries.
• Implement measurements/KPIs to benchmark call center performance.

Skills

Leadership

Coaching

Bilingual (Spanish preferred)

Conflict resolution

Education

High School Diploma or equivalent

Job description

Position Summary

The Contact Center Supervisor is responsible for driving results within the Patient Registering and Scheduling call center. The role involves supervising the team, overseeing processes and scripts to produce the most efficient, effective, and highest possible results. This includes coaching, development, reporting, and performance management to yield week-over-week improvements. The supervisor must be comfortable working in a fast-paced environment with weekly and monthly KPI targets.

Position Details

• Location: Northbrook, IL
• Schedule: Full-Time (Monday-Friday), flexibility to cover up to 1 Saturday per month.
• Dynamic schedule: 8:30am‑5pm (3 days per week), 6:30am‑3pm (1 day per week), 11am‑7:30pm (1 day per week)
• Compensation: $23‑$24 per hour based on experience and qualifications.

Essential Functions

• Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner while achieving desired results.
• Coach employees to reach desired sales goals and targets, navigating through pivots, objections, and rebuttals.
• Monitor employee performance to assure that all goals are achieved.
• Exhibit a roll‑up‑your‑sleeves attitude; the culture is not one of delegation.
• Take corrective action and counsel employees on performance, attendance, and other areas of improvement.
• Comfortable in developing performance and sales reports.
• Continuously review scripts and communications while developing enhancements and improvements.
• Partner with Senior Leadership to develop contests and employee recognition programs to spur healthy competition, team environment, and a positive service atmosphere.
• Handle and resolve escalated patient calls and inquiries.
• Lead by example and fill in for callers on occasion, handling day‑to‑day tasks.
• Interpret call center reports on abandon rates, inbound calls, outbound and overall call volume.
• Derive staffing and coverage needs based on overall call volume.
• Adjust staffing levels to handle projected call levels.
• Coach, mentor and train call center analysts.
• Implement measurements/KPIs designed to benchmark call center performance.
• Translate how outbound call volume correlates to business performance.

Qualifications

• High School Diploma or equivalent, required
• Fluent in Spanish, preferred
• 2+ Years of contact center supervisory or lead experience
• Demonstrated experience handling escalated callers, service issues, and employee conflicts
• Schedule flexibility & ability to work 1 Saturday per month

Benefits

• Health insurance (medical, dental, vision)
• Retirement Plan
• Paid time off (PTO) (vacation, sick)