Call Center Supervisor - WI

Call Center Supervisor - WI

LOCATION:

On-site in Madison, WI

POSITION IS CONTINGENT UPON AWARD OF CONTRACT

Supervises and develops frontline call center staff in accordance with company policies, procedures, contractual requirements, and performance standards. Partners with management to achieve operational objectives, contractual compliance, service-level expectations, and quality outcomes. Oversees daily team performance, coaching, workforce utilization, employee development, and escalation resolution to ensure exceptional service delivery for members, providers, and clients while maintaining a productive and engaged work environment.

• Ensure compliance with Call Center policies, procedures, contractual requirements, confidentiality standards, andestablishedoperational practices.
• Supervise daily staff performance to ensure calls are handled efficiently, accurately, professionally, and within established service-level expectations.
• Monitor call quality, productivity, schedule adherence, and operational performance metrics; provide coaching, mentoring, documented feedback, and targeted retraining to maximize employee performance and development.
• Assist staff in resolving member and provider concerns, complaints, and escalated calls; coordinate service recovery efforts with dispatch and transportation operations as needed.
• Manage workforce scheduling activities, including employee training and retraining, vacations, breaks, overtime assignments, shift rotations, coverage planning, and staffing for absences.
• Partner with the Call Center Manager to analyze call volume, workload trends, and operational demands; recommend staffing adjustments necessary to achieve service-level and performance goals.
• Maintain operational readiness by reinforcing approved scripts, documentation standards, quality requirements, and customer service expectations.
• Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resourceutilization, and achievement of departmental objectives.
• Participate in employee performance evaluations and complete required human resources documentation ina timelyandaccuratemanner.
• Perform other duties and responsibilities as assigned.

• Ability to work well with people. Strong leadership skills.
• Exceptional organization and time management skills.
• Positive attitude, good judgment, and strong work ethic.
• Strong computer skills.
  
  Proficiency and speed working in all Microsoft Office products.
• Strong organizational skills, including time management and documentation.
• Knowledge of telephone call center systems.

• Associate degree from an accredited college or university and/orcommensurateexperience in the areas of call center supervisory position.
• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).
• Previous supervisory experience preferred;at least two or more years of Customer Service experience in a Call Center environment.