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Atlantic Medical Group is seeking a dedicated and hands-on Supervisor, Call Center Operations, Training & Performance to support the centralized scheduling team. This position is responsible for supervising daily operations, leading agent development, and maintaining service excellence across all call center functions.

A core focus of this role is the ability to design, lead, and continuously strengthen training programs that elevate staff performance, ensure operational consistency, and drive measurable improvements in patient experience. The ideal candidate is passionate about coaching, training, and creating a culture of accountability and continuous improvement.

Responsibilities:

Leadership & Operations

+ Supervise day-to-day call center activities, ensuring all performance metrics (Service Level, ASA, AHT, Quality, Adherence) are consistently achieved.

+ Monitor call queues, dashboards, and workforce reports to optimize staffing and balance workload in real time.

+ Assign tasks, set daily and weekly priorities, and ensure all employees adhere to AMG and AHS policies and standards.

+ Provide guidance and support on escalated issues to ensure timely and accurate resolution for patients, providers, and internal teams.

+ Prepare and deliver performance reports and updates to management on a weekly, monthly, and annual basis.

+ Participate in projects, workflow enhancements, and new process rollouts in partnership with the Call Center Senior Manager and other operational leaders.

Training & Development

+ Partner with the Call Center Training Team and Senior Manager to design and deliver onboarding and ongoing education programs.

+ Conduct side-by-side coaching sessions, call calibrations, and quality reviews to reinforce standards and strengthen employee performance.

+ Create individualized development plans to enhance skills, career growth, and retention.

+ Lead refresher training sessions and ensure all training documentation and materials remain current and effective.

+ Model professionalism, empathy, and excellent customer service for all team members.

Performance Management

+ Set clear goals and expectations for call center representatives, aligned with weekly, monthly, and annual targets.

+ Track and assess performance using data-driven metrics such as calls handled, calls abandoned, quality scores, and schedule adherence.

+ Provide consistent, constructive feedback to improve performance and recognize excellence.

+ Manage attendance, timecards, and compliance with workplace policies and standards.

+ Support hiring, training, and onboarding of new employees in collaboration with Human Resources and Training.

+ Performs other related duties as assigned.

Required:

1. Associate's Degree,

Preferred:

2. Minimum (2) four year's of related experience required.

Atlantic Medical Group is a physician-led and physician-governed organization that delivers the highest quality health care, at the right place, the right price, and the right time. We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve. Our vision is to achieve the best outcomes with our patients at the center of the physician-led team, driven by service, innovation and continuous learning.

Our integrated network offers seamless access to Atlantic Health System’s entire health care continuum and our nationally and regionally ranked hospitals. In collaboration with Atlantic Health System, several of our practices offer urgent care and walk-in services.

In addition to primary care physicians, the team includes specialists that care for patients in all aspects of their health from pediatrics to geriatrics and everything in between. We make health decisions easier for patients with enhanced access to referrals.

Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:

Team Member Benefits

+ Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)

+ Life & AD&D Insurance.

+ Short-Term and Long-Term Disability (with options to supplement)

+ 403(b) Retirement Plan: Employer match, additional non-elective contribution

+ PTO & Paid Sick Leave

+ Tuition Assistance, Advancement & Academic Advising

+ Parental, Adoption, Surrogacy Leave

+ Backup and On-Site Childcare

+ Well-Being Rewards

+ Employee Assistance Program (EAP)

+ Fertility Benefits, Healthy Pregnancy Program

+ Flexible Spending & Commuter Accounts

+ Pet, Home & Auto, Identity Theft and Legal Insurance

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Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

EEO STATEMENT

Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.