Remote Call Center Supervisor — Performance & Coaching Leader

8350 Oak Street Health MSO LLC; Chicago (IL); Remote; USD 52,000 - 89,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Retirement savings options

Wellness programs

Bonus eligibility

Job summary

Oak Street Health in a remote setting is seeking a Supervisor for Sales Excellence to co-lead our Outreach Call Center and drive KPI attainment. You will coach agents, optimize queues and dashboards, and support recruitment and training efforts to maintain service excellence for our Medicare population.

The role emphasizes leadership, data-driven decisions, and a proactive, patient‑centered mindset within a fast-paced environment.

Qualifications

• Bachelor's degree or 1 year customer service/sales experience.
• Previous call center experience required.
• Supervisory or leadership experience preferred.
• Proficiency with Windows programs (Word, Excel, PowerPoint, Outlook) or Google equivalents.
• Excellent oral and written communication skills.
• Strong organizational and interpersonal skills.
• Schedule flexibility and ability to meet deadlines.
• Analytical and problem solving skills.
• Ability to function in a fast paced and agile environment.
• Dependability regarding completion of assignments and attendance.
• Set the example for best practices.

Responsibilities

• Co-leading daily call center operations to meet KPI goals.
• Monitor agent performance trends and provide coaching.
• Be present on the production floor to ensure productivity and system functioning.
• Create and implement action plans for underperforming agents.
• Resolve customer escalations and participate in agent interviewing.
• Provide ad hoc coaching to improve performance.
• Manage real-time floor operations to exceed abandon rate and wait-time targets.
• Collaborate with training to update new hire orientation.

Skills

Customer service experience

Sales experience

Communication skills

Time management

Organizational skills

Scheduling flexibility

Analytical thinking

Education

Bachelor's degree

Tools

Google Docs

Sheets

Zoho

Greenway

Availity

eCare

Microsoft Office

Job description

Oak Street Health in a remote setting is seeking a Supervisor for Sales Excellence to co-lead our Outreach Call Center and drive KPI attainment. You will coach agents, optimize queues and dashboards, and support recruitment and training efforts to maintain service excellence for our Medicare population.

The role emphasizes leadership, data-driven decisions, and a proactive, patient‑centered mindset within a fast-paced environment.