Remote RN Call Center Supervisor

Inizio Engage

Oregon

On-site

USD 50,000 - 94,000

Full time

5 days ago

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Benefits offered by this job

Medical benefits

Dental & vision coverage

401(k) with company match

Disability and life insurance

Paid time off

Job summary

Inizio Engage is a leading healthcare engagement partner seeking a Call Center Supervisor in Oregon to lead the call floor, coach communicators, and ensure service levels meet client KPIs with HIPAA compliance. You will conduct evaluations, train staff, and coordinate programs while managing staffing and operations in a fiscally responsible manner.

The role offers a competitive $72,000 per year base and a comprehensive benefits package in a global organization dedicated to improving treatment

Qualifications

RN license is required.
5+ years supervising in a call center, ideally as team lead or supervisor.
Familiarity with call management systems, e.g., CentreVuSupervisor.
Proficient in Word, Excel, PowerPoint, Outlook, and Avaya CMS.
Excellent customer service, communication, and interpersonal skills.
Ability to train and motivate staff.

Responsibilities

Supervise call center staff, including active performance management.
Provide day-to-day supervision of the communicators. Implement and communicate performance standards.
Provide Clarity, Gain Commitment and Hold Accountable on performance expectations.
Join frequent meetings and calls without disruption.
Coach team members for success and support development of direct reports.
Conduct performance evaluations for designated staff members.
Conduct new hire interviewing and training.
Address performance issues and disciplinary actions per policy.
Monitor staffing levels.
Coordinate and deliver program trainings as required.
Create initiatives to encourage teamwork and employee engagement.
Supervise call floor operations.
Deliver service meeting client KPIs and maintain service levels.
Ensure high quality and HIPAA/compliance with SOPs.
Manage call center operations fiscally.
Collaborate to improve quality and provide creative solutions.
Monitor calls for script adherence, integrity, and compliance.
Develop contingency plans for coverage during shortages.