Outbound Patient Enrollment Supervisor

Senture, LLC; McAllen, London (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Senture, LLC is seeking a Call Center Supervisor to lead a team of contact center agents in McAllen, TX and London, KY with opportunities for Work at Home or Onsite support.

You will coach, develop, and monitor performance to meet client KPIs, deliver high-quality customer service, and support new programs while managing multiple priorities in a fast-paced environment.

Qualifications

• Bachelor's degree preferred, or an equivalent combination of education and experience.
• Two or more years of supervisory experience in customer service, sales, or a high-volume contact center environment.

Responsibilities

• Lead, mentor, and develop a team of contact center agents.
• Plan, assign, and direct daily work activities.
• Conduct weekly coaching sessions and provide ongoing performance feedback.
• Monitor and evaluate calls to ensure quality, compliance, and adherence to client procedures.
• Track individual and team productivity metrics and identify opportunities for improvement.
• Complete weekly, monthly, quarterly, and annual performance evaluations.
• Communicate procedural and policy changes and ensure team understanding and compliance.
• Address employee, customer, and client concerns in a timely and professional manner.
• Foster a positive team culture focused on engagement, accountability, and results.
• Support employee recognition, corrective actions, promotions, and other personnel decisions.
• Drive performance to meet client satisfaction goals and operational KPIs.

Skills

Supervisory experience

Leadership

Coaching

Data analysis

Communication

Multi-tasking

Microsoft Office

HIPAA experience

Outbound call center experience

Education

Bachelor's degree preferred

Two+ years supervisory experience in customer service

Tools

Word

Excel

Access

Job description

Overview

Call Center Supervisor (Work at Home/Onsite)

Location: McAllen, TX and London, KY areas only (Work at Home and Onsite opportunities available)

Schedule Flexibility Required:Must be available to work any shift between 7:00 AM and 7:00 PM CST, Monday through Sunday.

The Call Center Supervisor is responsible for leading, developing, and motivating a team of contact center agents while driving performance against client and company KPIs. This role provides day-to-day leadership, coaching, quality oversight, and operational support to ensure exceptional customer experiences and business results.

What Success Looks Like

• Building and developing high-performing teams.
• Meeting or exceeding client KPIs and service-level expectations.
• Delivering strong customer and client satisfaction results.
• Supporting the growth, scalability, and success of new business programs.

Qualifications

• Previous supervisory experience in a contact center or customer service environment.
• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication skills.
• Proven ability to analyze data, make informed decisions, and drive results.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Word, Excel, and Access.
• Healthcare and HIPAA experience preferred.
• Previous outbound call center experience preferred.

Education & Experience

• Bachelor's degree preferred, or an equivalent combination of education and experience.
• Two or more years of supervisory experience in customer service, sales, or a high-volume contact center environment.

Additional Requirements

• Regular and reliable attendance is required.
• Ability to work onsite as needed to support staff and business operations.
• Ability to sit for extended periods and work extensively on a computer.
• Ability to use internet-based systems, business software, and telephone platforms effectively.
• Limited travel may be required.
• Must be able to perform essential job functions with or without reasonable accommodation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Responsibilities

• Lead, mentor, and develop a team of contact center agents.
• Plan, assign, and direct daily work activities.
• Conduct weekly coaching sessions and provide ongoing performance feedback.
• Monitor and evaluate calls to ensure quality, compliance, and adherence to client procedures.
• Track individual and team productivity metrics and identify opportunities for improvement.
• Complete weekly, monthly, quarterly, and annual performance evaluations.
• Communicate procedural and policy changes and ensure team understanding and compliance.
• Address employee, customer, and client concerns in a timely and professional manner.
• Foster a positive team culture focused on engagement, accountability, and results.
• Support employee recognition, corrective actions, promotions, and other personnel decisions.
• Drive performance to meet client satisfaction goals and operational KPIs.