Call Center Supervisor

Artemis Healthcare Partners is seeking a dedicated and passionate professional to join our client's team!

About the Role

Job Title: Call Center Supervisor Supervisor

Department: Call Center

Reports to: Director

Call Center Location: Corporate/In-house (Costa Mesa, CA)

FLSA Status: Hourly

Travel: 0-5%

Responsibilities

• Recruitment and Hiring: Lead the recruitment process for hiring highly qualified and motivated team members. Screen resumes, conduct interviews, and identify candidates aligned with the department's values and goals.
• Retention and Development: Implement strategies to enhance employee tenure and job satisfaction, fostering a culture of growth and stability. Conduct regular one-on-one meetings to review performance, discuss progress, and identify career development opportunities. Monitor team morale, addressing challenges proactively to maintain a positive work environment.
• Performance and Progress: Set and manage individual and team goals, in support of achieving departmental sales goals and KPIs, ensuring alignment with broader organizational objectives. Continuously evaluate team member performance, identifying high-performing traits and areas for improvement. Provide coaching and actionable feedback, enabling team members to excel in closing at high rates.
• Innovation and Improvement: Look for and present to senior leadership ideas on refining business processes in a manner that supports a higher level of individual and team performance. Collaborate with senior leadership to identify and implement new ideas that improve departmental performance and employee engagement. Lead by example, fostering a culture of continuous learning and adaptability.
• Sales Experience: Work closely with the sales trainer to ensure employees fully adopt training programs and show consistent measurable progress in achieving their goals. Monitor training effectiveness and provide feedback to adjust training methods to fit each team member, maximizing impact on their performance. Act as a role model in the application of consultive sales skills, able to connect caller needs to the services provided in a manner that leads to positive results.
• Strategic Leadership: Actively participate in the leadership of the department, contributing to strategies for revenue growth, increased bookings, and employee retention. Analyze individual and team performance data to support and make informed decisions, taking applicable actions to enable achievement of departmental goals. Serve as the point of contact for escalated issues, demonstrating problem-solving expertise and a customer-focused mindset.

Qualifications

• External candidates must have a minimum of three years’ experience in an in-bound sales call center environment, including two or more years in a leadership role, with a proven track record of for driving individual and team performance in meeting revenue goals.
• Proven experience in hiring, retaining and developing high performing staff.
• Strong track record of achieving and exceeding sales targets in a team-based environment.
• High school diploma required; college degree preferred.

Required Skills

• Exceptional leadership, coaching, and motivational skills.
• Strategic thinking with the ability to implement innovative solutions and drive change.
• Excellent communication and problem-solving abilities.
• Proficiency in analyzing and interpreting performance metrics to guide team decisions.
• Commitment to fostering a positive, growth-oriented team culture.
• Valid driver’s license and reliable transportation.

Preferred Skills

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent sitting for extended periods of time. Frequent typing and viewing of computer screen. Frequent use of hand and fingers with machines, such as a computer, copier, fax machine, scanner, and telephone. Frequent hearing, listening, and speaking by telephone and in person. Occasionally required to stand, walk, reach with hands and arms, stoop, or bend.

Work Environment

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work indoors in a temperature-controlled environment. The noise level is usually moderate.

Equal Opportunity Statement

Artemis Healthcare Partners is committed to diversity and inclusivity.