Operations Supervisor (Limited Service)

Kgcco; Tampa (FL); Hybrid; USD 42,000 - 65,000; Full time

Job summary

KGCCO in Tampa, FL seeks an Operations Supervisor for a high-volume call center during the Open Enrollment season. You will lead CSRs, coach staff, and ensure productivity, quality, and adherence to schedules.

Positions are seasonal (Sept–Jan) with training starting Sept 8, 2026 for external candidates or Sept 28, 2026 for internal candidates. On-site location near Hard Rock Casino, no remote work.

Qualifications

• Previous call center experience as a CSR is required.
• 6 months of supervisory or leadership experience is desired.
• Bachelor’s degree or equivalent work experience preferred.
• Minimum of 2 years of customer service, leadership, and team interaction skills are required.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to exercise good judgment, make independent decisions, and proactively solve problems.
• Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.
• Basic math skills are required.
• Ability to maintain schedule flexibility to respond to business needs, with potential shift changes assigned if needed.
• Strong analytical and organizational skills.
• Bilingual (Spanish) language skills are highly desired.

Responsibilities

• Supervise, develop, and coach CSRs to meet productivity, quality, attendance, adherence, and timeliness goals.
• Listen to a minimum number of calls for each CSR and provide coaching feedback.
• Prepare and deliver performance appraisals for the team.
• Enforce call center and corporate policies and procedures.
• Participate in calibration sessions to stay current on quality changes.
• Assist in interview process and hiring recommendations.
• Take part in team duties as needed.

Skills

Call center experience

Supervisory leadership

English communication

Time management

Problem solving

Coaching

Microsoft Excel

Bilingual Spanish

Education

Bachelor’s degree or equivalent

Tools

Excel

Job description

OperationsSupervisorfor High VolumeCall Center(Limited Service)

Are you looking for a leadership position? Do you havecallcenter experience?Do you want to help employees reach their full potential?If so,Kenific Group Call Center Operations (KGCCO)is looking for you to be a Limited-ServiceOperationsSupervisor in our TampaCallCenter!

Company Overview

KGCCOis agovernment contracting companyand weoperatea high-volume call center in Tampa, FL.O ur teamassiststhousands of Americans in navigating complex healthcare insurance plans offered through the Federal Marketplaceand Medicare. We are looking for motivated,hardworking,and enthusiastic supervisors to manage customer service representatives (CSRs), andwe havemultiplepositions available now!

PLEASE NOTE:These positions are seasonal and are estimated to last from SeptemberthroughJanuary, during the Open Enrollment Period (OEP) for Marketplace insurance.

Responsibilities

• You will be part of a team supporting a contract with the Centers for Medicare& MedicaidServices, and will workwiththeSupervisors, Operations Managers,SiteDirector, and other contract management to provide the highest levels of customer service to our clients and our customers.
• You willexhibithigh-qualitywork standards and professional behavior at all times, while serving as a role model for your team.
• You willbe responsible forsupervising, developing, and coachingyourCSRs tohelp them meet our team’sproductivity, quality, attendance,adherence,and timelinessgoals.
• You willbe requiredto listen to a minimumnumber ofcalls for each of your CSRs each month and provide coaching and feedback based on the calls.
• You will complete and deliver performance appraisalsforyour team, and coach CSRs in areas identified as needing attention.
• You will enforce callcenterand corporate policies and procedures.
• You will participatein calibration sessionsforthe purpose of keepingcurrent on quality changes.
• You willbe requiredto take a minimum of one hour of phone calls per month and may login to thetelephone queuesmorefrequentlyduring high call volume and/or all-handsstatus.
• You mayparticipatein the interview process and make recommendations for hiring call center staff.
• You may be asked to perform other dutiesnot listed here within the scope of your supervisory responsibilities.

Position Requirements

• Previouscall center experience as a CSR isrequired.
• 6 months of supervisory or leadership experience isdesired.
• Bachelor’s degree or equivalent work experience preferred.
• Minimum of2 years of customer service, leadership, and team interaction skills arerequired.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to exercisegood judgment, make independent decisions, and proactivelysolve problems.
• Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.
• Basic math skills arerequired.
• Ability tomaintainschedule flexibilityto respondto business needs, with potential shift changes assigned if needed.
• Ability to interact with all levels ofproject team, from CSRs to corporatemanagement.
• Strong analytical and organizational skills.
• Bilingual (Spanish)languageskillsare highly desired.

Location

• The positionis onsite at our Tampa call center, 5 701 E. Hillsborough Avenue, Suite 1300, Tampa, FL 33610(located nearthe HardRock Casino).
• Remote work is not available for this position.

Schedule

• Our call center is open from8:00AM to 10:00PM,Monday through Friday,with extended operating hours during peak season. Your shift will beassigned foraportionof that daily schedule, based on operational needs.
• Several openings are for shifts beginning at1:30PM.
• For external candidates, training for this position will beginTuesday, September 8,2026 andwill run for approximately8weeksduring the hours of8:00AM to 4:30PM.
• For internal candidates, training for this position will begin Monday, September 28,2026 and will run for approximately4weeks during the hours of 8:00AM to 4:30PM.
• Upon completion of the training, you will beginworkingyour regularlyassigned schedule.

Background

• Youmust be able to pass a standard backgroundcheck, including criminal and credit checks.

We are proud to offer our employees a quality compensation and benefits package.

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwiseparticipatingin the employee selection process, please direct your inquiries to our Talent Team at [e-mail] or by phone [phone].