Supervisor Contact Center

Location: Bethesda MD

Supervisor Call Center Operations

Systems Integration Inc. (SII) is a leading provider of customer experience cloudbased 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 highimpact 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 highperformance team culture.

Qualifications

High school diploma or equivalent required; associate or bachelors 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 highvolume 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 problemsolving abilities and the capacity to remain calm professional and effective during highpressure or highvolume periods.

Commitment to delivering highquality 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.

Required Experience:

Manager