Location: Bethesda, MD
Supervisor, Call Center Operations
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud‑based services, and managed IT solutions. We are seeking an experienced Call Center Operations Supervisor to oversee daily performance, service delivery, and staff management for a government contact center operating in a 24x7x365 environment in the healthcare/medical domain. This role provides direct supervision, ensures operational excellence, drives performance outcomes, and serves as a primary escalation point for complex customer issues. The Supervisor ensures consistent communication, accurate reporting, and alignment with organizational and contractual requirements.
Key Responsibilities
• Provide daily supervision, coaching, and performance management for call center staff, ensuring consistent adherence to service expectations.
• Oversee call center operations to ensure service levels, productivity targets, and quality standards are consistently achieved.
• Act as the primary escalation point for complex, sensitive, or high‑impact customer inquiries.
• Monitor and manage team performance, attendance, schedule adherence, and compliance with operational guidelines.
• Communicate operational updates, policy changes, and performance expectations clearly and consistently to staff.
• Prepare detailed performance reports, analyze operational trends, and provide recommendations to management.
• Ensure compliance with all procedures, regulatory requirements, and quality standards, including identifying and implementing process improvements.
• Lead onboarding, training, and ongoing skill development for call center personnel.
• Support workforce planning, scheduling, and resource allocation to maintain optimal coverage.
• Foster a positive, professional, and high‑performance team culture.
Qualifications
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Seven (7) or more years of call center experience, including at least five (5) years in a supervisory or management role within a high‑volume environment.
• Demonstrated success supervising frontline customer service teams, preferably within a medical, healthcare, or regulated service environment.
• Strong understanding of call center operations, including call flows, KPIs, service levels, workforce management, and performance improvement strategies.
• Proficiency with call center technologies such as ACD systems, CRM platforms, ticketing systems, call monitoring tools, and reporting dashboards.
• Solid knowledge of HIPAA or other healthcare compliance requirements.
• Proven ability to coach, mentor, and develop staff, including conducting performance reviews and corrective action when needed.
• Strong analytical skills with the ability to interpret operational data, identify trends, and recommend actionable improvements.
• Excellent communication and interpersonal skills, with the ability to motivate teams and collaborate across departments.
• Strong problem‑solving abilities and the capacity to remain calm, professional, and effective during high‑pressure or high‑volume periods.
• Commitment to delivering high‑quality customer service and maintaining strict process compliance.
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.