Description:
Location: In-Office
Employment Type: Full-Time, Permanent
Compensation: $50,000 - $65,000 Annual Base Salary + Team Performance Bonuses
Schedule: Monday-Saturday (5-Day Work Week)
Hours: Must be available to work between 8:30 AM and 7:00 PM EST as assigned
Expected Hours: 40-45 hours per week
We are seeking an experienced, results-driven Call Center Supervisor to lead an in-office team of 25+ sales agents focused on helping Medicare patients ages 65+ enroll in Continuous Glucose Monitoring (CGM) programs. This role is responsible for the day-to-day management of call center operations, agent performance, sales production, quality assurance, workforce management, and employee coaching.
The ideal candidate is a hands-on leader who thrives in a high-volume sales environment and is passionate about developing people, improving performance, and driving results.
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Supervise, motivate, and develop a team of 25+ sales agents.
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Conduct daily huddles, coaching sessions, and performance reviews.
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Monitor and improve individual and team performance against established KPIs and sales goals.
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Create action plans for underperforming agents and recognize top performers.
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Foster a positive, accountable, and results-oriented culture.
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Manage daily call center operations to ensure productivity and service level expectations are achieved.
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Monitor staffing, schedules, attendance, and adherence.
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Ensure proper call coverage and workforce management throughout operating hours.
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Collaborate with leadership on operational improvements and growth initiatives.
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Assist with onboarding and training of new team members.
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Drive call center sales performance through coaching and accountability.
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Monitor key metrics including:
- Sales conversions
- Contact rates
- Transfer rates
- Appointment rates
- Productivity metrics
- Attendance and schedule adherence
- Identify performance trends and implement corrective actions when necessary.
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Support achievement of monthly, quarterly, and annual sales goals.
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Manage and optimize dialer performance and call routing strategies.
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Monitor lead flow, campaign performance, and agent utilization.
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Work with leadership to maximize outbound productivity and sales opportunities.
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Assist with forecasting and staffing needs.
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Conduct call monitoring and quality reviews.
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Deliver actionable feedback and coaching based on QA findings.
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Ensure compliance with company policies, Medicare-related requirements, and call center procedures.
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Maintain documentation related to coaching, performance, and disciplinary actions.
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Support HR-related processes including attendance management, coaching documentation, corrective actions, and policy enforcement.
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Ensure compliance with labor laws, company policies, and scheduling requirements.
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Partner with leadership and HR on employee development and engagement initiatives.
Requirements:
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1-2 years of Call Center Management or Supervisory experience.
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2-3 years of Sales and Operations experience.
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Experience managing teams in a high-volume outbound sales environment.
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Proven success coaching agents to achieve performance goals and KPIs.
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Experience with quality assurance programs and performance management.
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Experience managing dialer systems and outbound calling campaigns.
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Knowledge of attendance management, workforce planning, labor hours, and employee relations.
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Experience in healthcare, Medicare, medical devices, DME, CGM, RPM, or related industries.
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Familiarity with CRM systems, Five9, or similar call center platforms.
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Experience analyzing call center reporting and performance dashboards.
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Strong understanding of compliance-driven sales environments.
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Strong leadership and coaching abilities
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Excellent communication and interpersonal skills
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Data-driven decision making
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Problem-solving and conflict resolution
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Time management and organizational skills
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Ability to thrive in a fast-paced, goal-oriented environment
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High level of accountability and professionalism
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Competitive Base Salary: $50,000 - $65,000
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Monthly and Quarterly Team Performance Bonuses
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Full Benefits Package
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401(k) with Company Match
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Paid Time Off (PTO)
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Paid Sick Time
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Health, Dental, and Vision Insurance
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Career Growth Opportunities
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Stable Full-Time Employment
Join a growing healthcare sales organization dedicated to improving the lives of Medicare beneficiaries through access to innovative CGM technology. You'll have the opportunity to lead a high-performing team, make a direct impact on business growth, and build a rewarding long-term career with a company that values results, leadership, and development.
Apply today if you're an experienced call center leader who knows how to build winning teams, drive sales performance, and create a culture of accountability and success.
