Remote Call Center Leader (CA) – 20–25 Agents

Fortuna BMC; Rancho Murieta (CA); Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Paid sick leave

Medical coverage

Dental coverage

Vision coverage

Telemedicine

Mental health support

Group Life Insurance

Accidental Insurance

Critical Care

Short-Term Disability

Job summary

Fortuna BMC is seeking a Call Center Supervisor to lead a remote team of 20-25 agents supporting Medi-Cal members in a high-volume inbound environment. You will coach staff, monitor performance metrics, ensure quality and attendance, and drive continuous improvement while upholding privacy and compliance.

The role requires California residency and availability for a Monday-Friday 8:30 AM–5:00 PM PT schedule. Compensation includes hourly pay and comprehensive benefits.

Qualifications

• Experience leading remote call center teams in a high-volume inbound environment.
• Ability to coach and provide feedback to improve quality and productivity.
• Strong focus on attendance, schedule adherence, and privacy/compliance.

Responsibilities

• Lead, support, and maintain daily accountability for a remote team of 20-25 call center agents.
• Monitor attendance, schedule adherence, AHT, ACW, quality scores, hold time, productivity, and other performance metrics.
• Provide timely one-on-one coaching, feedback, recognition, corrective guidance, and performance improvement support.
• Review calls and documentation for accuracy, professionalism, privacy, and compliance with member-service procedures.
• Use reports and performance trends to identify coaching needs and recurring challenges.

Skills

Leadership

Coaching

Performance monitoring

Remote team management

Job description

Fortuna BMC is seeking a Call Center Supervisor to lead a remote team of 20-25 agents supporting Medi-Cal members in a high-volume inbound environment. You will coach staff, monitor performance metrics, ensure quality and attendance, and drive continuous improvement while upholding privacy and compliance.

The role requires California residency and availability for a Monday-Friday 8:30 AM–5:00 PM PT schedule. Compensation includes hourly pay and comprehensive benefits.