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Call Center Operations Supervisor Jobs in Raleigh, NC

MDS Communications

Remote Call Center Sales Rep

Cary, NC · Remote

$15 - $16/hr

AnyMDS Communications is looking to hire Call Center Representatives! Are you seeking a job with ... Special Olympics, Habitat for Humanity, CARE, Heifer International, Operation Smile, Project Hope ...

MED-EL Corporation

Contact Center Analyst

Durham, NC · On-site

... call/email volume trends, handle times, service levels, occupancy, adherence, and other operational ... Partner with contact center leaders, operations, training teams, and other stakeholders to support ...

MED-EL Corporation

Contact Center Analyst

Durham, NC

... call/email volume trends, handle times, service levels, occupancy, adherence, and other operational ... Partner with contact center leaders, operations, training teams, and other stakeholders to support ...

Duke Health

Communication Center Operator I

Durham, NC · On-site

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating ...

Duke Health

Communication Center Operator I

Durham, NC · On-site

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating ...

Duke Health

Communication Center Operator I

Durham, NC · On-site

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating ...

Duke Health

Communication Center Operator I

Durham, NC · On-site

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating ...

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Showing results 1-20

All JobsCall Center Operations Supervisor JobsCall Center Operations Supervisor Jobs in Raleigh, NC

Call Center Operations Supervisor information

See Raleigh, NC salary details

$30.6K

$71.6K

$131.7K

How much do call center operations supervisor jobs pay per year?

As of Jun 14, 2026, the average yearly pay for call center operations supervisor in Raleigh, NC is $71,630.00, according to ZipRecruiter salary data. Most workers in this role earn between $51,000.00 and $88,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Center Operations Supervisor, and why are they important?

To thrive as a Call Center Operations Supervisor, you need strong leadership, problem-solving abilities, and experience in call center operations, often supported by a relevant degree or supervisory experience. Familiarity with workforce management software, CRM platforms, and call monitoring systems is typically required. Excellent communication, conflict resolution, and motivational skills help you manage teams and maintain high morale. These skills ensure efficient operations, high customer satisfaction, and the achievement of performance targets in a dynamic environment.

What are some common challenges faced by Call Center Operations Supervisors, and how can they be addressed?

Call Center Operations Supervisors often face challenges such as managing high employee turnover, maintaining consistent service quality, and resolving escalated customer issues. To address these, supervisors can focus on fostering a supportive team environment, providing regular coaching and feedback, and implementing effective training programs. Additionally, using data-driven performance metrics and open communication channels can help identify issues early and promote continuous improvement within the team.

What does a Call Center Operations Supervisor do?

A Call Center Operations Supervisor oversees the daily activities of a call center team to ensure efficient and effective customer service. They are responsible for managing staff performance, monitoring call quality, handling escalated issues, and implementing operational policies and procedures. Supervisors also analyze performance metrics, provide coaching and training, and work to meet service level goals. Their primary goal is to ensure customer satisfaction while achieving business objectives.
What are popular job titles related to Call Center Operations Supervisor jobs in Raleigh, NC? For Call Center Operations Supervisor jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Call Center Operations Supervisor jobs in Raleigh, NC look for? The top searched job categories for Call Center Operations Supervisor jobs in Raleigh, NC are:
Call Center Operations Supervisor jobs near you
Infographic showing various Call Center Operations Supervisor job openings in Raleigh, NC as of June 2026, with employment types broken down into 91% Full Time, 8% Part Time, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $71,630 per year, or $34.4 per hour.
Supervisor, Customer Service

Supervisor, Customer Service

Brighton Health Plan Solutions, LLC

Chapel Hill, NC • On-site

Full-time

Medical, Vision

This job post has expired today. Applications are no longer accepted.

Job description

About The Role
BHPS is seeking an experienced Customer Service Supervisor to manage the company's service operations for members and providers and high traffic call center. The Supervisor directly manages the daily performance an activities of the Customer and/or Provider Service call center representatives to ensure customer satisfaction and achievement of the department's KPI's. The Supervisor continually reviews call traffic reports and adjusts staffing levels to meet the needs of the business.
Primary Responsibilities
  • The Customer Service Supervisor will handle inbound calls from physicians, hospitals and other medical provider representatives
  • Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed
  • Continually monitors the teams call center metrics, quality assurance scores and productivity reports
  • Assist the Customer Service Manager with performance reports, QA review sessions and re-training initiatives
  • Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI's (Key Performance Indicators)
  • Answers and handle call center calls when needed to ensure meeting KPI levels
  • Conducts quality call monitoring review sessions with the Customer Service Manager to coach performance and identifies additional training needs
  • Provides support to customer service representatives as needed
  • Manages special projects and allocates resources as needed
  • Collaborate with Network management team, Account Managers and Sales teams to gather feedback to enhance service performance
  • Conducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation
  • Participate in activities designed to improve customer satisfaction and business performance
  • Works with Customer Service Manager and Director to identify call reduction efforts and executes strategies accordingly
  • Support projects and other departments in completing tasks when directed by management
Essential Qualifications
  • The successful candidate will have experience in a high volume call center, experience with claims inquiry and claims review procedures, knowledge of medical specialties, fee schedules, complaints and appeals and call center responsibilities
  • Previous experience in a physician's office, group practice, clinic or hospital based practices. General knowledge of medical terminology, medical specialties and HIPAA Confidentiality laws
  • Bachelor's degree preferred, but not required
  • HS diploma or GED is required
  • Prior experience managing teams in a customer call center
  • Experience managing call center volume through use of ACD systems
  • Previous experience in quality call monitoring and performance coaching, counseling and progressive discipline
  • Proficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systems
  • Ability to create staffing schedules and analyze call center volume, trends to Knowledge of basic computer operations
  • Intermediate knowledge of Microsoft Office including Word, Excel, Access, Powerpoint and Outlook
  • Strong time management skills
  • Knowledge of CPT codes, ICD-9 Ability to learn quickly
  • Knowledge of managed care procedures, claims payment policies
  • Courteous with strong customer service orientation
  • Previous multi-channel experience (i.e. voice, email, and chat) a plus

About
At Brighton Health Plan Solutions, LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you'll become part of a diverse and welcoming culture focused on encouragement, respect and increasing diversity, inclusion and a sense of belonging at every level. Here, you'll be encouraged to bring your authentic self to work with all of your unique abilities.
Brighton Health Plan Solutions partners with self-insured employers, Taft-Hartley Trusts, health systems, providers as well as other TPAs, and enables them to solve the problems facing today's healthcare with our flexible and cutting-edge third-party administration services. Our unique perspective stems from decades of health plan management expertise, our proprietary provider networks, and innovative technology platform. As a healthcare enablement company, we unlock opportunities that provide clients with the customizable tools they need to enhance the member experience, improve health outcomes and achieve their healthcare goals and objectives. Together with our trusted partners, we are transforming the health plan experience with the promise of turning today's challenges into tomorrow's solutions.
Come be a part of the Brightest Ideas in Healthcare™.
Company Mission
Transform the health plan experience - how health care is accessed and delivered - by bringing outstanding products and services to our partners.
Company Vision
Redefine health care quality and value by aligning the incentives of our partners in powerful and unique ways.
JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Brighton Health Plan Solutions in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All of our career opportunities are regularly published and updated brighonthps.com Careers section. If you have already provided your personal information, please report it to your local authorities. Any fraudulent activity should be reported to: [email protected]

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