On-Site Call Center Supervisor: Lead & Develop Teams

Southeastrans, Inc.; Villa Rica (GA); On-site; USD 55,000 - 70,000; Full time

Job summary

Southeastrans, Inc. is seeking a Call Center Supervisor for on-site work in Madison, Wisconsin. The role focuses on supervising frontline staff, ensuring policy compliance, and achieving service-level and quality outcomes for members, providers, and clients.

You will coach staff, monitor performance metrics, and collaborate with leadership to optimize operations and customer experience in a fast-paced environment.

Qualifications

• Associate degree or commensurate experience in call center supervision.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Previous supervisory experience in a call center preferred; 2+ years in Customer Service in a call center is a plus.

Responsibilities

• Supervise and develop frontline call center staff according to policies and standards.
• Partner with management to meet operational objectives and quality outcomes.
• Monitor call quality, productivity, and schedule adherence; provide coaching and feedback.
• Assist staff in resolving member and provider concerns; coordinate with dispatch and transportation as needed.
• Manage workforce scheduling, training, vacations, overtime, and coverage for absences.
• Analyze call volume and workload trends; recommend staffing adjustments.

Skills

Leadership

Organization

Time management

Microsoft Office

Call center systems

Customer service excellence

Education

Associate degree

Job description

Southeastrans, Inc. is seeking a Call Center Supervisor for on-site work in Madison, Wisconsin. The role focuses on supervising frontline staff, ensuring policy compliance, and achieving service-level and quality outcomes for members, providers, and clients.

You will coach staff, monitor performance metrics, and collaborate with leadership to optimize operations and customer experience in a fast-paced environment.