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Full Time Call Center Supervisor Jobs (NOW HIRING)

MMC Group

Supervisor - Call Center

Manhattan, NY

$36K - $42K/yr

We are looking for a stellar Call Center Supervisor to oversee Tier 1 and Tier 2 Representitaves. The position will pay between $36,000 - $42,000 / year, depending on experience. We have an opening ...

Conduent, Inc.

Call Center Supervisor

Concord, NH · On-site

Minimum three years of call center supervisory or management experience. * Demonstrated ability to lead, motivate, and develop high-performing teams. * Experience managing KPIs, attendance, adherence ...

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Full Time Call Center Supervisor information

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How much do full time call center supervisor jobs pay per year?

As of Sep 4, 2026, the average yearly pay for full time call center supervisor in the United States is $63,834.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,000.00 and $75,000.00 per year, depending on experience, location, and employer.

What are the primary responsibilities of a full time call center supervisor?

A Full Time Call Center Supervisor oversees the daily operations of a call center team to ensure high-quality customer service and efficient workflow. They are responsible for monitoring staff performance, providing coaching and feedback, resolving escalated customer issues, and meeting key performance indicators. Additionally, supervisors often handle scheduling, training new employees, and implementing company policies to maintain a productive and positive work environment.

What are the key skills and qualifications needed to thrive as a full time call center supervisor?

To thrive as a Full Time Call Center Supervisor, you need strong leadership abilities, experience in customer service, and typically an associate’s or bachelor’s degree. Familiarity with call center software (such as CRM systems and workforce management tools) and knowledge of performance metrics are important technical assets. Excellent communication, conflict resolution, and motivational skills help supervisors manage teams effectively and foster a positive work environment. These competencies ensure smooth operations, high team morale, and consistent achievement of service goals.

What are some common challenges faced by full time call center supervisors, and how can they effectively address them?

Full Time Call Center Supervisors often face challenges such as maintaining team motivation during high-stress periods, managing diverse personalities, and ensuring consistent service quality. Successfully addressing these issues involves providing regular feedback, fostering a supportive team environment, and implementing ongoing training. Effective supervisors also utilize data-driven performance metrics to identify areas of improvement and collaborate closely with agents to develop solutions. Building strong communication channels and recognizing team achievements can significantly enhance performance and job satisfaction.

What is the difference between Full Time Call Center Supervisor vs Customer Service Team Lead?

AspectFull Time Call Center SupervisorCustomer Service Team Lead
CredentialsHigh school diploma or equivalent; leadership experience often preferredHigh school diploma; customer service experience; leadership skills
Work EnvironmentCall centers, customer support departmentsCustomer service departments, retail, or service industries
Employer & Industry UsageCommon in call centers, telecommunication, and support servicesUsed across retail, hospitality, and service sectors
Search & Comparison IntentUnderstanding supervisory roles in call centersComparing team leadership in customer service

The Full Time Call Center Supervisor oversees call center operations, manages staff, and ensures customer satisfaction. The Customer Service Team Lead focuses on guiding customer service representatives within various industries. While both roles involve leadership and customer interaction, the supervisor typically has broader responsibilities in call center management, whereas the team lead concentrates on team performance within customer service teams.

What cities are hiring for Full Time Call Center Supervisor jobs?

Cities with the most Full Time Call Center Supervisor job openings:

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

The most popular types of Call Center Supervisor jobs are:

What states have the most Full Time Call Center Supervisor jobs?

States with the most job openings for Full Time Call Center Supervisor jobs include:

Full Time Call Center Supervisor jobs near you

Call Center Supervisor

Family Health Care Centers of Greater Los Angeles, Inc.

Bell Gardens, CA • On-site

$59K - $65K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 27 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:
  1. Provides daily comprehensive supervision of the centralized call center phone operators.
  2. Ensures that each call center phone operator receives the FHCCGLA Call Center Manual to achieve the best industry best practices in the following areas:
    1. Optimal per-call transactions
    2. Timely & non-discriminatory access to care
    3. Reduced disruptions in the delivery of care
    4. Increased customer service satisfaction levels
    5. Minimize interruptions in scheduling process
  1. Ensures that personnel work performance is accurate and in compliance with FHCCGLA's established current guidelines.
  2. Responsible to oversee the prompt and courteous telephone assistance to all callers.
  3. 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.).
  4. Verifies and updates all demographic and insurance information in the E.H.R.
  5. 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.).
  6. Ensures that the best customer services are rendered by the call center phone operators by implementing standardized procedures that include:
    1. Asking patients if they need directions
    2. Asking patients if they have transportation
    3. Ensuring patients are advised on what to bring to their first appointment
    4. 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).
    5. Etc.
  1. Shall conduct and document regular huddles with the call center team to make improvements where needed and/or to praise staff.
  2. 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.
  3. Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours, etc.).
  4. Provides guidance regarding pertinent updates in real time to call center staff and conducts trainings regularly as deemed necessary.
  5. 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.
  1. 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.
  2. Works extremely well under pressure, meets multiple and often challenging deadlines; and
  3. Always demonstrates cooperative and positive behavior with all managers, supervisors, subordinates, colleagues, clients, patients and the overall community.
  4. 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.
  5. Regularly listens in on call center phone operator calls and:
    1. Documents findings or areas for praise
    2. Provides critique for areas that require immediate or necessary improvement
  1. Remains within the call center department to ensure availability at all times for staff questions, issues, etc.
  2. 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.
  3. Maintains staff attendance records (e.g., tardiness, timely call-off's, etc.).
  4. Maintains abreast of all agency updates (e.g., new services, new sites, changes, provider changes, etc.) and reports back to the call center team.
  5. 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.
  6. Ensures that all rescheduling is completed in a timely manner.
  7. Responsible to ensure adherence for the following:
    1. Agency safety and health standards
    2. OSHA regulations
    3. Policies & procedures as applicable
  1. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
  2. Responds efficiently and timely to all patient, provider and staff needs or inquiries.
  1. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
  2. Handles patient grievances according to FHCCGLA's 'Grievance" Policy & Procedure.
  3. Assists in developing, updates & review of FHCCGLA's Policies & Procedures (P&P's) as needed (with input from all other key personnel).
  4. 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.
  1. Attends the following meetings/trainings:
    1. Mandatory Quarterly Staff Meeting/Trainings (during employment)- Quarterly (Jan., Apr., Jul. & Oct.- may be subject to change).
    2. Clinical & Operations (C&O) Meeting- only as needed (advanced notice will be provided when feasible).
    3. Meetings with FHCCGLA's Executive Leadership- only as needed (advanced notice will be provided when feasible).
    4. Other pertinent meetings- as scheduled
  1. Remains informed of all FHCCGLA applicable Policies & Procedures and:
    1. Current legal and regulatory changes, as applicable to scope of work
    2. Specific programs/payors, insurances accepted, and services being offered
  1. Other duties may be assigned or modified as business needs dictate.

Qualifications
MINIMUM QUALIFICATIONS:
  1. Minimum of 3 years leadership, project, or other management experience required, preferably within healthcare environment experience, preferred.
  2. Associates degree required, Bachelor's preferred.
  3. FQHC experience, preferred.
  4. Call Center experience, highly preferred.
  5. 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.
  6. Excellent customer service skills.
  7. Excellent analytical skills.
  8. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
  9. Excellent written and verbal communication skills.
  10. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word, PowerPoint and Excel).
  11. Basic knowledge of Patient Portal, preferred.
  12. Bilingual English and Spanish, required.
  13. Familiarity with the Hispanic culture, preferred.
  14. Willingness to adapt to changes with regards to the agency's growth and expansion needs.
  15. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
  16. Proven ability to establish cooperative working relationships with administrators, physicians, peers, and the public, preferred.

ADDITIONAL ELIGIBILITY REQUIREMENTS:
  1. Ability to work well with others in a professional and team-oriented environment.
  1. Working knowledge of the following, preferred:
    1. Clinical front and back-office operations (includes customer service and interpersonal relationships with physicians and patients)
    2. Patient registration
    3. Appointment scheduling
    4. Managed care process (e.g., eligibility verification, PCP changes, referrals, etc.)
    5. Financial eligibility screening process
    6. Etc.
  2. Well-developed interpersonal skills, personable, friendly personality and able to motivate staff by promoting teamwork.
  3. Ability to relate to the public regardless of ethnic, religion and economic status.
  4. Ability & willingness to travel, required (may be scheduled to go to all FHCCGLA clinic sites).
  1. Strong planning and organizational skills.
  2. General knowledge of medical procedures and basic terminology.
  3. Problem analysis and critical thinking skills.
  4. 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)
59,384.00
Max (For Export)
65,177.00

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