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Assistant Call Center Supervisor Jobs in California

United Health Centers

Call Center Agent

Fresno, CA · On-site

$22/hr

The Call Center Agent (CCA) is a Non-Exempt position and reports to the Call Center Supervisor. The CCA is responsible for providing excellent customer service and courtesy with every UHC patient ...

United Health Centers

Call Center Agent

Fresno, CA · On-site

$22/hr

The Call Center Agent (CCA) is a Non-Exempt position and reports to the Call Center Supervisor. The CCA is responsible for providing excellent customer service and courtesy with every UHC patient ...

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Assistant Call Center Supervisor information

What is an assistant call center supervisor?

Assistant Call Center Supervisors are professionals who support the call center supervisor or manager in overseeing daily operations within a call center. Their responsibilities typically include monitoring staff performance, assisting with training and coaching, handling escalated customer issues, and ensuring that service standards are met. They act as a bridge between frontline agents and management, helping to implement company policies and improve workflow efficiency. This role requires strong communication, problem-solving, and leadership skills.

What are the key skills and qualifications needed to thrive as an assistant call center supervisor?

To thrive as an Assistant Call Center Supervisor, you need strong knowledge of call center operations, team leadership experience, and often a background in customer service or a related field. Familiarity with call center software (such as CRM and workforce management systems) and reporting tools is typically required. Outstanding communication, conflict resolution, and motivational skills help you support agents and create a positive work environment. These abilities are crucial for maintaining team performance, meeting service targets, and ensuring high customer satisfaction.

What are some common challenges assistant call center supervisors face, and how can they effectively address them?

Assistant Call Center Supervisors often encounter challenges such as managing high call volumes, ensuring team adherence to scripts and protocols, and maintaining staff motivation during busy or stressful periods. To address these issues, successful supervisors focus on clear communication, regular feedback sessions, and ongoing coaching to support their team. They also collaborate closely with senior supervisors and HR to implement process improvements and resolve escalated customer issues efficiently.

What is the difference between Assistant Call Center Supervisor vs Call Center Agent?

AspectAssistant Call Center SupervisorCall Center Agent
ResponsibilitiesOversees team performance, assists supervisors, handles escalationsHandles customer inquiries, provides information, resolves basic issues
Required SkillsLeadership, communication, problem-solvingCustomer service, communication, patience
Work EnvironmentSupervisory, team managementCustomer interaction, call handling
CertificationsOften requires experience in call centers, leadership skillsCustomer service training, basic computer skills

The main difference is that Assistant Call Center Supervisors oversee team performance and assist supervisors, while Call Center Agents focus on direct customer interactions. The assistant role involves leadership and management tasks, whereas agents primarily handle customer inquiries. Both roles are essential in call center operations but differ in responsibilities and scope.

How to become an assistant call center supervisor?

To become an assistant call center supervisor, candidates typically need a high school diploma or equivalent, along with experience in customer service or call center roles. Developing leadership skills, understanding call center software, and demonstrating strong communication and problem-solving abilities are important for advancement into supervisory positions.

What does an assistant call center supervisor do?

An assistant call center supervisor supports the call center manager by overseeing daily operations, monitoring agent performance, and ensuring customer service standards are met. They often handle escalated issues, provide coaching, and assist with scheduling and training to improve team efficiency.

What are the most commonly searched types of Call Center Supervisor jobs in California?

The most popular types of Call Center Supervisor jobs in California are:

What cities in California are hiring for Assistant Call Center Supervisor jobs?

Cities in California with the most Assistant Call Center Supervisor job openings:

Assistant Call Center Supervisor jobs near you

Call Center Supervisor

Family Health Care Centers of Greater Los Angeles, Inc.

Bell Gardens, CA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 24 days ago

Job description

Overview 

"To enhance the quality of life for men, women and children in the greater Los Angeles area through the provision of high quality, accessible and affordable healthcare services."

We offer fantastic benefits, competitive pay, and a great family-oriented environment!

We offer:

  • Medical Benefits - FHCCGLA pays 100% of employee's  Kaiser; Anthem Blue Cross; Health Net; and United Health Care coverage (HMO Plan) subject to change during open enrollment. 
  • 403 B - Through Mutual of America, the company matches up to 5% of employee's salary.  
  • Dental Benefit - MetLife Only (HMO/PPO Plan). 
  • 11 Holidays Observed.
  • 2 Floating Holidays
  • Vision Benefit - MetLife Plan.
  • 1 Birthday Holiday
  • Life Insurance - Accidental Death & Dismemberment; and Long-term Disability.
  • 7 Paid Sick Leave - 56 hours Full-Time
  • Paid Sick Leave - 40, Part-Time and Per-Diem
  • Employee Assistance Program
  • 2 weeks' Vacation
  • AFLAC Benefits

This would be a great opportunity to make a difference with you onboard!

POSITION TITLE:    Call Center Supervisor

 

DEPARTMENT:       Call Center

REPORTS TO:         Director of Clinic Operations

POSITION OVERVIEW: Responsible for managing the day-to-day work functions of the Call Center Department.  Ensures timely response of all inbound calls; eliminates abandoned and missed telephone calls.  Responsible to ensure that outstanding customer service is always provided, resolves issues immediately and the delivery of accurate information to patients.

Responsibilities

DUTIES / RESPONSIBILITIES:

  • Provides daily comprehensive supervision of the centralized call center phone operators.
  • Ensures that each call center phone operator receives the FHCCGLA Call Center Manual to achieve the best industry best practices in the following areas:
  • Optimal per-call transactions
  • Timely & non-discriminatory access to care
  • Reduced disruptions in the delivery of care
  • Increased customer service satisfaction levels
  • Minimize interruptions in scheduling process
  • Ensures that personnel work performance is accurate and in compliance with FHCCGLA's established current guidelines.
  • Responsible to oversee the prompt and courteous telephone assistance to all  callers.
  • Screens regularly for incoming high-volume calls and recommends changes for consideration to immediate supervisor.  NOTE: All changes must be pre-approved by FHCCGLA's Leadership (e.g., C.E.O., C.F.O., C.O.O. & C.M.O.).
  • Verifies and updates all demographic and insurance information in the E.H.R.
  • Verifies that appointment availability is checked across all FHCCGLA sites and schedules patients according to their specifications (e.g., provider preference, date/day/time, preferred site, etc.).
  • Ensures that the best customer services are rendered by the call center phone operators by implementing standardized procedures that include:
  • Asking patients if they need directions
  • Asking patients if they have transportation
  • Ensuring patients are advised on what to bring to their first appointment
  • Providing details regarding what to expect upon arrival (example: when going to the School Based Health Center site search for 6200, the site is across the street in the 2 grey portables at the corner of Jaboneria & Watcher).
  • Etc.
  • Shall conduct and document regular huddles with the call center team to make improvements where needed and/or to praise staff.
  • Assists with all duties as needed (e.g., staff call-off's, approved staff time off) to ensure that calls are answered without disruption to care.
  • Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours, etc.).
  • Provides guidance regarding pertinent updates in real time to call center staff and conducts trainings regularly as deemed necessary.
  • Trainings may include, but are not limited to:

    • Medi-Cal

    Medicare

    Managed care programs

    Private insurance

    Eligibility procedures

    Reimbursement requirements

    New patient process

    Services offered

    Etc.

  • Works closely with applicable FHCCGLA supervisors and managers to provide and foster good collaboration, teamwork and develop good working relationships for the best overall outcomes of the call center department.
  • Works extremely well under pressure, meets multiple and often challenging deadlines; and
  • Always demonstrates cooperative and positive behavior with all managers, supervisors, subordinates, colleagues, clients, patients and the overall community.
  • Undertakes continuous learning and growth opportunities by attending applicable trainings, seminars, conferences, in-services and educational sessions to maintain competency skill set current and remain knowledgeable with regards to best practices and industry standards of care.
  • Regularly listens in on call center phone operator calls and:
  • Documents findings or areas for praise
  • Provides critique for areas that require immediate or necessary improvement    
  • Remains within the call center department to ensure availability at all times for staff questions, issues, etc.
  • Checks the wait time for patients on hold to make sure they are not waiting extended (unreasonable) periods of time.  Shall step in to help as needed.
  • Maintains staff attendance records (e.g., tardiness, timely call-off's, etc.).
  • Maintains abreast of all agency updates (e.g., new services, new sites, changes, provider changes, etc.) and reports back to the call center team.
  • Ensures all appointments confirmations for all sites are completed by the end of each work shift (e.g., after the morning shift rush & after the PM shift rush) and no later than the end of each work day.
  • Ensures that all rescheduling is completed in a timely manner.
  • Responsible to ensure adherence for the following:
  • Agency safety and health standards
  • OSHA regulations
  • Policies & procedures as applicable
  • Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
  • Responds efficiently and timely to all patient, provider and staff needs or inquiries.
  • Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
  • Handles patient grievances according to FHCCGLA's 'Grievance" Policy & Procedure.
  • Assists in developing, updates & review of FHCCGLA's Policies & Procedures (P&P's) as needed (with input from all other key personnel).
  • Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA's P&P's.
  • Attends the following meetings/trainings:
  • Mandatory Quarterly Staff Meeting/Trainings (during employment)- Quarterly (Jan., Apr., Jul. & Oct.- may be subject to change).
  • Clinical & Operations (C&O) Meeting- only as needed (advanced notice will be provided when feasible).
  • Meetings with FHCCGLA's Executive Leadership- only as needed (advanced notice will be provided when feasible).
  • Other pertinent meetings- as scheduled
  • Remains informed of all FHCCGLA applicable Policies & Procedures and:
  • Current legal and regulatory changes, as applicable to scope of work
  • Specific programs/payors, insurances accepted, and services being offered
  • Other duties may be assigned or modified as business needs dictate.
    • Qualifications

    MINIMUM QUALIFICATIONS:

  • Minimum of 3 years leadership, project, or other management experience required, preferably within healthcare environment experience, preferred.
  • Associates degree required, Bachelor's preferred. 
  • FQHC experience, preferred.
  • Call Center experience, highly preferred.
  • Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
  • Excellent customer service skills.
  • Excellent analytical skills.
  • Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
  • Excellent written and verbal communication skills.
  • Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word, PowerPoint and Excel).
  • Basic knowledge of Patient Portal, preferred.
  • Bilingual English and Spanish, required.
  •  Familiarity with the Hispanic culture, preferred.
  • Willingness to adapt to changes with regards to the agency's growth and expansion needs.
  • Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
  • Proven ability to establish cooperative working relationships with administrators, physicians, peers, and the public, preferred.

    • ADDITIONAL ELIGIBILITY REQUIREMENTS:

  • Ability to work well with others in a professional and team-oriented environment.
  • Working knowledge of the following, preferred:
  • Clinical front and back-office operations (includes customer service and interpersonal relationships with physicians and patients)
  • Patient registration
  • Appointment scheduling
  • Managed care process (e.g., eligibility verification, PCP changes, referrals, etc.)
  • Financial eligibility screening process
  • Etc.
  • Well-developed interpersonal skills, personable, friendly personality and able to motivate staff by promoting teamwork.
  • Ability to relate to the public regardless of ethnic, religion and economic status.
  • Ability & willingness to travel, required (may be scheduled to go to all FHCCGLA clinic sites).
  • Strong planning and organizational skills.
  • General knowledge of medical procedures and basic terminology.
  • Problem analysis and critical thinking skills.
  • Knowledge of the following (but not limited to), preferred:

    • My Health LA                    PPO's                                 HMO's

    Medicare                           Family PACT                   CPSP       

    Medi-Cal                            Fee-for-Service                CPE

    Managed Care Plans      Every Woman Counts     VFC/VFA

    Min (For Export)59,384.00Max (For Export)65,177.00Employment Type: FULL_TIME

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