Remote Call Center Supervisor: Leadership & Coaching

Mass General Brigham (Enterprise Services); Somerville (MA); Hybrid; USD 80,000 - 116,000; Full time

Job summary

Mass General Brigham seeks a Neurology Contact Center Supervisor to lead a remote team of specialty schedulers, ensuring patient-centered care in a fast-paced environment. The ideal candidate demonstrates strong communication, critical thinking, and organizational skills.

You will provide ongoing coaching, monitor performance, and drive process improvements with partner teams to sustain high service levels and operational excellence. The hybrid work model includes on-site training as needed.

Qualifications

• 5-7 years in customer service required; 3-5 years in call center.
• 2-3 years leadership or supervisory experience preferred.
• Strong communication, problem-solving, and leadership abilities.

Responsibilities

• Provide ongoing coaching and support to remote schedulers to ensure service quality.
• Promote open communication and celebrate team achievements.
• Monitor performance, conduct reviews, and take corrective action as needed.
• Manage day-to-day operations to meet productivity and quality goals.
• Collaborate with partners to improve workflows and support goals.

Skills

Leadership experience

Contact center operations

Technology knowledge

Education

High School Diploma or Associate's Degree

Tools

Epic

Calabrio

Finesse

CRM software

Workforce management tools

Job description

Mass General Brigham seeks a Neurology Contact Center Supervisor to lead a remote team of specialty schedulers, ensuring patient-centered care in a fast-paced environment. The ideal candidate demonstrates strong communication, critical thinking, and organizational skills.

You will provide ongoing coaching, monitor performance, and drive process improvements with partner teams to sustain high service levels and operational excellence. The hybrid work model includes on-site training as needed.