What are the responsibilities and job description for the Call Center Supervisor position at Epiphany Management Group?
Job Summary:
The Call Center Supervisor is responsible for leading outbound performance with a strong mix of data fluency, process discipline, coaching skill, and communication. The ideal hire will be able to make informed decisions quickly, keep processes and tools accurate, and drive both performance and positive outcomes.
Key Responsibilities:
- Data-Driven Operator (Excel-first) – Comfortable pulling reports, spotting trends, and identifying issues quickly. Advanced Excel skills including pivot tables, formulas (like XLOOKUP), and data dashboards.
- Contact Strategy & Dialer Mastery – Can create effective calling schedules, keep lists clean, and adjust strategy to meet goals while maintaining compliance.
- Root-Cause Problem Solving – Investigates issues to find the true cause using data and logical thinking, then confirms solutions work.
- Coaching for Performance – Provides clear, actionable feedback tied to process steps and resources like the Knowledge Base; follows up to ensure changes stick.
- Knowledge Base Awareness & Communication – Proactively identifies when KB content needs updating and communicates specific, actionable change requests to the correct team.
- Experimentation & Continuous Improvement – Tests changes in a controlled way, measures results, and iterates for better performance.
- Workforce & Capacity Planning for Outbound – Uses data to forecast volume, monitors real-time queues, and pivots work without needing prompts from leadership.
- Process Design & SOP Discipline – Works with trainers/SMEs to create, update, and maintain clear, accessible step-by-step processes.
- Technical Fluency (Beyond Excel) – Comfortable working across CRMs, dialers, reporting tools, and merging data from different sources while keeping it clean and accurate.
- Compliance & Risk Awareness – Understands outbound calling regulations and ensures the team avoids compliance mistakes.
- Stakeholder Communication & Reporting – Turns raw data into clear, audience-specific updates that explain what’s happening, why it matters, and next steps.
- Change Leadership & Adoption – Rolls out new processes effectively, ensures team adoption, and measures impact.
- Customer/Member Outcome Focus – Balances hitting KPIs with ensuring quality customer/member experiences and long-term results.
Qualifications:
- Education: High school diploma or equivalent required; Bachelor’s degree preferred.
- Experience: At least 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or leadership role.
- Skills:
- Data-Driven Operator (Excel-first)
- Contact Strategy & Dialer Mastery
- Coaching for Performance
- Experimentation & Continuous Improvement
- Technical Fluency (Beyond Excel)
Working Conditions:
- Must be able to work in a fast-paced, high-pressure environment.
- May be required to work evenings, weekends, or holidays based on call center needs.