Call Center Supervisor

Job Summary The Call Center Supervisor provides day\-to\-day leadership for a designated call center team within the Member Access Center (MAC), ensuring consistent, timely, and accurate member access across markets. This role is accountable for front\-line call handling and virtual administrative execution (the “back\-office that talks to members”), while reinforcing standardized workflows, documentation accuracy, and service excellence. Reporting to the Call Center Operations Manager, the Supervisor coaches and develops agents and team leads, manages real\-time performance, and resolves member escalations to protect the member experience. The Supervisor partners closely with Workforce Management to support schedule adherence, coverage, and service levels, and collaborates with the Training \& QA Specialist to identify training needs, support onboarding readiness, and sustain quality through monitoring and calibration. This position supports a scalable, cross\-skilled model and may be assigned to support Mid\-Atlantic, Community Support, Ohio, or other MAC call center teams as needed. Duties and Responsibilities Team Leadership, Performance Management Provide day\-to\-day operational supervision for a designated MAC call center team; ensure coverage, readiness, and consistent service standards across assigned markets. Coach, develop, and hold agents and team leads accountable to performance expectations, workflow adherence, documentation accuracy, and member experience standards. Support hiring, onboarding, time and attendance, recognition, corrective action, and performance improvement plans in partnership with the Call Center Operations Manager and HR. Monitor and drive key KPIs (e.g., speed to answer, abandonment, schedule adherence, productivity, quality, and service levels); implement targeted improvement plans when performance trends below standard. Workforce Coordination, Training, \& Process Improvement Partner with Workforce Management on staffing and coverage needs, schedule adherence, real\-time queue management, and intraday adjustments to support service level goals. Collaborate with the Training \& QA Specialist to identify training gaps, support onboarding and cross\-skilling, participate in calibrations, and reinforce quality standards through coaching. Ensure consistent use of scripts, tools, and standardized workflows; contribute to documentation updates, job aids, and change adoption within the team. Manage member and provider escalations; support service recovery, de\-escalation, and timely resolution while reinforcing accountability and professionalism. Analyze performance reporting and quality findings to surface risks, trends, and root causes; recommend actions to improve efficiency, compliance, and member satisfaction. Maintain readiness to assist with inbound calls and administrative execution during surges, staffing gaps, or special initiatives, as directed. Serve as a liaison with market and operational partners to communicate updates, reinforce expectations, and maintain feedback loops that improve member access. Minimum Qualifications Education: Associate’s degree in healthcare administration, public health, or a related field preferred. Experience: Minimum of 3\+ years of experience in a healthcare setting (hospital, managed care organization, outpatient provider, etc.) or as a patient navigator. 2\+ years of experience in member, provider, and customer service or call center environment. 1\+ years of experience in a supervisory or leadership role with a proven track record of managing a team of direct reports. Experience and passion for working with and engaging vulnerable, hard to engage, complex populations. Independent and persistent self\-starter with strong problem\-solving skills with acute attention to detail. Ability to handle multiple tasks, prioritize effectively, and thrive in a fast\-paced environment. Excellent communication, leadership, and organizational skills. Bilingual (English and Spanish) is a plus but not required. Proficiency in data entry and healthcare software systems, eCW and Jiva preferred. Proficient in PC skills, such as Microsoft Office. Working conditions This job operates in a remote location from your home location. This role requires a dedicated, quiet workspace with the ability to adhere to HIPAA and other privacy policies. A reliable and high\-speed Wi\-Fi connection or home internet is required to perform the essential functions of this role. Occasional travel to clinical sites or corporate offices may be required. Physical requirements Ability to remain stationary for extended periods while working at a desk or workstation. The role requires frequent use of a computer, including typing on a keyboard and using a mouse. Manual dexterity and hand\-eye coordination are essential for efficiently completing tasks and navigating various software systems. Direct reports Member Access Coordinators / Call Center Support Specialists and Team Leads (as assigned). ### Company Description: Why Work at AbsoluteCare? At AbsoluteCare, we serve the most vulnerable individuals in America. These are our neighbors, people who are at higher risk for disease or who have multiple, complex, chronic illnesses. Often, they deal with an unequal healthcare system and wind up seeking basic care from emergency rooms. We take these patients out of those spaces and turn them into members: people who are entitled to some of the best, most focused care this country has to offer. We call this “care beyond medicine.” We have turned the doctor’s office into a comprehensive care center. Here, we surround our members with a core care team of doctors, nurses, social workers, and medical assistants who have the time and skills to get to know our members’ needs. We make the most important services available to our members under one roof. This includes a pharmacy, X\-rays, a blood lab, nutrition services, urgent care, and much more. We don’t stop at our four walls. We engage members in the communities where we all live to find the people who need us most. Through these community care teams, we remove the barriers to healthcare that so many people face daily. And it works. Our unique care is guided by our core values of accountability, caring, trust, and teamwork. We call it ACT2\. AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.