Call Center Operations Supervisor
Overview
Own overnight call center operations for TridentCare in Columbus, Ohio, directing a team of 20+ agents and managing real-time workflow across DDF and Teletrac. You set schedules, monitor performance, and coach individuals to meet 95% service levels. Your decisions directly impact patient transport dispatch and STAT case escalation. This role blends frontline leadership with data-driven process improvement in a 24/7 healthcare logistics environment.
What You'll Do8
- 1Build weekly schedules in Teletrac that match staffing to forecasted call volume, adjusting for PTO and overtime requests.
- 2Monitor live ACD queues and DDF screens, ensuring every call answers within 30 seconds and STAT cases escalate within 5 minutes.
- 3Coach each team member monthly through recorded call reviews, delivering actionable feedback tied to CSAT targets.
- 4Lead daily huddles to communicate policy updates, shift priorities, and performance metrics.
- 5Resolve complex customer escalations on policy, billing, or dispatch issues, handling calls directly when volume spikes.
- 6Audit call recordings and trainer audits to identify coaching opportunities and process gaps.
- 7Partner with area managers on call recording tool requests and follow-up on unresolved call center issues.
- 8Distribute inbound fax orders (jails, ultrasounds, facility) to the right team member within 15 minutes of receipt.
Requirements5
- 12-3 years leading teams in a call center environment.
- 2Proficiency with Microsoft Excel, Word, and PowerPoint.
- 3Hands-on experience with Teletrac and internal DDF systems.
- 4Ability to interpret written, oral, and diagram instructions.
- 5Strong math skills for schedule and productivity calculations.
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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