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Description

Position Overview

We are seeking a dynamic and experienced Call Center Supervisor to lead a high-volume call center team within a growing diagnostic testing and research medical facility. With over 800 inbound calls daily and continued expansion, we require a strong leader who can manage operations, improve performance, and ensure exceptional customer service—especially for our senior citizen clientele.

Key Responsibilities

+ Call Center Leadership: Supervise daily call center operations, including inbound, outbound, and confirmation calls, ensuring efficient handling of all customer interactions.

+ Team Management: Lead and manage a team of 11+ agents; delegate tasks, oversee schedules, and ensure adequate coverage to manage call volume across locations.

+ Performance Monitoring: Develop and implement KPIs and call metrics to evaluate team performance and improve service delivery.

+ Customer Service Excellence: Handle escalated calls with professionalism, particularly complex or emotional situations related to diagnostic testing protocols.

+ Training & Role Clarity: Establish clear roles and responsibilities within the team to reduce overlap and ensure accountability.

+ Process Optimization: Streamline call flow, parking line management, and rep availability to enhance response times and customer satisfaction.

+ Communication: Collaborate with cross-functional teams to ensure information accuracy for callers (e.g., test preparation, medication questions, dietary restrictions).

+ Bilingual Capability: Encourage and support bilingual service (Spanish preferred) to meet the needs of a diverse patient population.

+ Leadership Presence: Confidently lead during high-stress moments, resolve conflicts, and support team morale through active engagement and problem-solving.

Why Join Us?

+ Be a key player in the expansion of a respected medical research and diagnostic organization

+ Lead a committed, long-standing team and make meaningful process improvements

+ Work in a purpose-driven environment supporting critical patient needs and healthcare delivery

Requirements

Qualifications

+ 5+ years of supervisory or management experience in a high-volume call center or healthcare environment

+ Strong understanding of customer service best practices in a medical or diagnostic testing setting

+ Ability to manage, coach, and develop a diverse team

+ Proven track record of implementing performance metrics and improving service delivery

+ Bilingual in English and Spanish strongly preferred

+ Excellent communication, organizational, and conflict resolution skills

+ Empathy, patience, and professionalism when dealing with senior citizens and sensitive medical inquiries

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

• 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .