Healthcare Call Center Supervisor: Lead, Coach & Improve

Western Growers; Irvine (CA); Remote; USD 70,000 - 90,000; Full time

Job summary

Western Growers in Irvine, CA is seeking a Supervisor for the healthcare customer service call center. You will oversee daily operations, monitor KPIs, coach CSRs and Leads, and ensure timely resolution of escalated issues while documenting processes.

Responsibilities include staffing, onboarding, training, and program development, plus leading continuous improvement initiatives to boost service levels, accuracy, and efficiency in a fast-paced environment.

Qualifications

• BS/BA degree and 3–5 years of experience as a Supervisor in a Customer Service environment, preferred.
• Proven ability to coach, mentor and develop employees, including delivering constructive performance feedback.
• Strong knowledge of call center operations, including statistical analysis and reporting.
• Demonstrated team collaboration and support for collective decision-making.
• Effective multitasking, prioritization, organizational, and leadership skills.

Responsibilities

• Oversee daily call center operations and KPI attainment.
• Provide coaching, feedback, and guidance to CSRs and Leads.
• Monitor and analyze daily call center performance reports.
• Coordinate recruitment, onboarding, and training within the department.
• Lead process improvements or innovations to enhance efficiency and reduce risk.

Skills

Coaching

Leadership

Data analysis

Communication

Bilingual Spanish

Education

BS/BA degree

Tools

Microsoft Office

Call center software

Job description

Western Growers in Irvine, CA is seeking a Supervisor for the healthcare customer service call center. You will oversee daily operations, monitor KPIs, coach CSRs and Leads, and ensure timely resolution of escalated issues while documenting processes.

Responsibilities include staffing, onboarding, training, and program development, plus leading continuous improvement initiatives to boost service levels, accuracy, and efficiency in a fast-paced environment.