Supervisor, Call Center

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

Job Summary

The Neurology Contact Center Supervisor is an essential leadership role responsible for managing a group of remote specialty schedulers to maintain a high standard of patient-centered care. This position requires an individual with effective communication, critical thinking, and organizational abilities who can work in a fast-paced setting and has experience in leadership roles.

Key Requirements

• Leadership Experience: Proven ability to supervise, motivate, and develop a remote team. Prior experience in a leadership role within a contact center or call center environment is required.
• Contact Center Operations: Deep understanding of staffing models, performance metrics, and best practices. Experience managing service levels and problem-solving to improve results is essential.
• Technology Knowledge: Proficiency with contact center systems and technology, including Microsoft Office, Epic, Calabrio, Finesse, and workforce management tools.

Main Responsibilities

• Provide ongoing coaching, mentoring, and support to front-line specialty schedulers to ensure exceptional customer service and operational effectiveness.
• Foster a positive team environment by promoting open communication, collaboration, and acknowledging achievements.
• Monitor and evaluate team performance, conduct regular reviews, and implement corrective actions as needed.
• Manage day-to-day operations, ensuring productivity and quality standards are met.
• Collaborate and actively work with partners to improve workflows and support organizational goals.

Qualifications

High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred

Experience

• Customer Service Experience 5-7 years required and Call Center Experience 3-5 years required and Leadership/Supervisory Experience 2-3 years preferred

Knowledge, Skills and Abilities

• - Exceptional telephone etiquette and customer service skills.
• - Exceptional customer service, active listening, and verbal and written communication skills.
• - Understanding of company products, services, and policies.
• - Proficiency with computers, especially with CRM software, and strong typing skills.
• - Strong time management and decision making skills.
• - Strong leadership and supervisory skills.

Additional Job Details (if applicable)

Working Model Requirements

• M-F Eastern Business hours
• Must be available and flexible for on-site training and meetings at each MGB entity site that the ACC supports and schedules for.
• Remote setting requires a stable, secure, quiet, compliant workstation
• Ability to be flexible and flex schedule for business needs required

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$79,560.00 - $115,720.80/Annual

Grade

7At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.