Medicaid Call Center Supervisor — Lead & Coach

State of Louisiana; Monroe (LA); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Premium pay up to $2.00/hr

Bilingual premium up to $2.50/hr

Job summary

Louisiana Department of Health seeks a Call Center Supervisor to lead a high-performing team and ensure members receive timely and accurate service. You will coach staff, monitor performance, resolve escalated concerns, and drive process improvements to support access to care.

The ideal candidate thrives in a fast-paced environment, prioritizes service excellence, and mentors staff to uphold department policies while maintaining a positive work culture.

Qualifications

• Demonstrated accountability for actions, performance and outcomes.
• Ability to follow, reinforce, or develop policies to maintain compliance.
• Ability to build, guide, and motivate teams to achieve goals.
• Plan, monitor, and document employee performance throughout the year.

Responsibilities

• Supervises call center staff, manages schedules, and ensures staffing to meet service levels.
• Monitors call quality, productivity, metrics, and SLAs to meet goals.
• Handles escalated customer concerns with timely resolution and high service standards.
• Conducts calibrations, reviews, and coaching to support development and improve performance.
• Provides guidance to ensure adherence to policies, procedures, and service standards.
• Maintains morale and promotes a positive, accountable work environment.
• Identifies opportunities for process improvements and ensures accurate information to members.

Skills

Accountability

Policies & Procedures

Team Leadership

Performance Management

Education

Bachelor's degree + 3 years in health/public services

Advanced degree/JD + 2 years in health/public services

Six years experience in health/public programs (substitution allowed)

Experience substitution: 30 semester hours = 1 year

Job description

Louisiana Department of Health seeks a Call Center Supervisor to lead a high-performing team and ensure members receive timely and accurate service. You will coach staff, monitor performance, resolve escalated concerns, and drive process improvements to support access to care.

The ideal candidate thrives in a fast-paced environment, prioritizes service excellence, and mentors staff to uphold department policies while maintaining a positive work culture.