Remote Customer Service Supervisor - Healthcare Call Center

Western Growers Health; Irvine (CA); Hybrid; USD 62,000 - 80,000; Full time

Job summary

Western Growers Health in Irvine, CA is seeking a Supervisor, Customer Service to oversee daily operations of the healthcare call center and support front-line staff.

You will monitor KPIs related to customer satisfaction and response times, coach CSRs and leads, and escalate issues for timely resolution while maintaining HIPAA compliance. Responsibilities include recruiting, onboarding, training, and developing SOPs, with a focus on process improvement in a fast-paced environment.

Qualifications

• BS/BA degree and 3–5 years of experience as a Supervisor in customer service.
• Proven ability to coach, mentor and develop employees with feedback.
• Strong knowledge of call center operations, reporting and analytics.

Responsibilities

• Oversee daily operations of the healthcare customer service call center.
• Coach CSRs and Leads; monitor performance against KPIs.
• Handle escalated issues with timely resolution and documentation.
• Support recruiting, onboarding and training within the department.
• Develop and maintain SOPs; lead process improvements annually.

Skills

Coaching

Call center ops

Leadership

Data analysis

Customer service

Microsoft Office

Spanish (bonus)

Education

BS/BA degree

Tools

Workforce management

QA software

Job description

Western Growers Health in Irvine, CA is seeking a Supervisor, Customer Service to oversee daily operations of the healthcare call center and support front-line staff.

You will monitor KPIs related to customer satisfaction and response times, coach CSRs and leads, and escalate issues for timely resolution while maintaining HIPAA compliance. Responsibilities include recruiting, onboarding, training, and developing SOPs, with a focus on process improvement in a fast-paced environment.