Call Center Supervisor

Summary

Join PDMI as a Call Center Supervisor and lead a team of Support Specialists in a fast-paced, fully remote environment. You will oversee daily operations, monitor performance, and coach your team to success during the second shift (1:00 PM – 10:00 PM ET). This role requires strong leadership skills, experience supervising customer service teams, and proficiency in various technologies. PDMI offers a collaborative environment, meaningful work contributing to healthcare improvement, and flexible remote work options. The company has been recognized as a Best Employer in Ohio for four consecutive years.

Requirements

• At least 2 years of experience supervising a customer service team, ideally in a call center environment
• Strong leadership skills with a passion for employee engagement, coaching, and performance development
• Tech-savvy and comfortable using tools like Microsoft Outlook, Teams, Word, and Excel
• Ability to manage priorities in a remote environment with minimal supervision

Responsibilities

• Supervise the day-to-day operations of our call center during second shift
• Support team members in real time with call escalations and troubleshooting
• Monitor individual and team performance metrics, coaching for success
• Create schedules based on call volume forecasts
• Lead performance management efforts and partner with leadership on employee development strategies
• Oversee hiring, onboarding, training, and mentorship of new Support Specialists
• Collaborate with leadership to enhance call center processes and efficiency
• Manage the Genesys call queue and maintain accurate documentation of policies and procedures

Preferred Qualifications

• Associate’s degree or higher
• Familiarity with Genesys

Benefits

Fully remote opportunity (from approved locations)