Operations Supervisor (Limited Service)

The Kenific Group; Tampa (FL); On-site; USD 50,000 - 76,000; Full time

Job summary

The Kenific Group is seeking an Operations Supervisor for our Tampa call center during the Open Enrollment period to lead a high-volume team of CSRs. This seasonal role focuses on ensuring quality service, coaching agents, and maintaining performance metrics while adhering to contract requirements with CMS.

Ideal candidates have call center leadership experience, strong English communication, and the ability to manage schedules and training. Bilingual Spanish is highly desirable.

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.
• Must be organized with strong time management skills and experience with Excel.
• Bilingual Spanish language skills are highly desired.

Responsibilities

• Supervise, coach, and develop CSRs to meet productivity, quality, attendance, adherence, and timeliness goals.
• Review a minimum number of calls per CSR monthly and provide coaching.
• Deliver performance appraisals and coach CSRs in areas identified as needing attention.
• 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.
• Be ready for other duties within supervisory scope as needed.

Skills

Supervisory experience

Customer service experience

English communication

Bilingual Spanish desirable

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Excel

Job description

Operations Supervisor for High Volume Call Center (Limited Service)

Are you looking for a leadership position? Do you have call center 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-Service Operations Supervisor in our Tampa Call Center!

Company Overview

KGCCO is a government contracting company and we operate a high-volume call center in Tampa, FL. Our team assists thousands of Americans in navigating complex healthcare insurance plans offered through the Federal Marketplace and Medicare. We are looking for motivated, hardworking, and enthusiastic supervisors to manage customer service representatives (CSRs), and we have multiple positions available now!

PLEASE NOTE: These positions are seasonal and are estimated to last from September through January, 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 & Medicaid Services, and will work with the Supervisors, Operations Managers, Site Director, and other contract management to provide the highest levels of customer service to our clients and our customers.

• You will exhibit high-quality work standards and professional behavior at all times, while serving as a role model for your team.

• You will be responsible for supervising, developing, and coaching your CSRs to help them meet our team's productivity, quality, attendance, adherence, and timeliness goals.

• You will be required to listen to a minimum number of calls for each of your CSRs each month and provide coaching and feedback based on the calls.

• You will complete and deliver performance appraisals for your team, and coach CSRs in areas identified as needing attention.

• You will enforce call center and corporate policies and procedures.

• You will participate in calibration sessions for the purpose of keeping current on quality changes.

• You will be required to take a minimum of one hour of phone calls per month and may log in to the telephone queues more frequently during high call volume and/or all-hands status.

• You may participate in the interview process and make recommendations for hiring call center staff.

• You may be asked to perform other duties not listed here within the scope of your supervisory responsibilities.

Position Requirements

• 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.

• Ability to interact with all levels of project team, from CSRs to corporate management.

• Strong analytical and organizational skills.

• Bilingual (Spanish) language skills are highly desired.

Location

• The position is onsite at our Tampa call center, 5 701 E. Hillsborough Avenue, Suite 1300, Tampa, FL 33610 (located near the Hard Rock Casino).

• Remote work is not available for this position.

Schedule

• Our call center is open from 8:00AM to 10:00PM, Monday through Friday, with extended operating hours during peak season. Your shift will be assigned for a portion of that daily schedule, based on operational needs.

• Several openings are for shifts beginning at 1:30PM.

• For external candidates, training for this position will begin Tuesday, September 8, 2026 and will run for approximately 8 weeks during the hours of 8:00AM to 4:30PM.

• For internal candidates, training for this position will begin Monday, September 2, 2026 and will run for approximately 4 weeks during the hours of 8:00AM to 4:30PM.

• Upon completion of the training, you will begin working your regularly assigned schedule.

Background

• You must be able to pass a standard background check, including criminal and credit checks.

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

Kenific Group Important Information

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 otherwise participating in the employee selection process, please direct your inquiries to our Talent Team at [e-mail] or by phone [phone].

This company uses E-Verify to confirm each employee's work authorization. For more information, click here E-Verify Participation Poster.