What are the responsibilities and job description for the Call Center Supervisor position at Mercato?
About Mercato
Mercato is a national leader in medically tailored groceries, meals, and nutrition benefit solutions for healthcare. Since 2015, we’ve empowered over 4,000 independent grocers with a best-in-class SaaS e-commerce marketplace, delivering healthy, culturally relevant food to members—seamlessly, affordably, and with dignity.
In this key leadership role, you will drive excellence in service delivery by ensuring seamless operations, elevating customer satisfaction, and fostering impactful member outreach.
Role Overview
The Call Center Supervisor oversees daily operations, team coaching, and escalation management to ensure exceptional service across phone, chat, and email support channels. Reporting directly to the Call Center Manager, you will conduct regular 1:1s, monitor real-time queue health, ensure all tickets are responded to within 24 hours, and report operational trends and issues to leadership while ensuring compliance with Medicaid and state regulations.
Key Responsibilities
Team Leadership & Support
- Conduct regular 1:1 check-ins, team meetings, and informal performance check-ins to provide ongoing coaching, performance feedback, and professional development (formal performance management remains with the Manager).
- Ensure phone coverage, schedule adherence, and operational continuity across the team.
- Support hiring and onboarding processes led by HR and the Manager, delivering training programs to ensure agents are equipped to support all Mercato programs.
Operations & Escalations
- Manage day-to-day customer escalations, resolving issues promptly and escalating complex cases to the Manager.
- Monitor inbound and outbound support across calls, chats, and emails, maintaining a target of responding to 85% Zendesk tickets within 24 hours.
- Execute daily operations by monitoring queue health and key performance metrics: Average Handle Time (AHT), First-Call Resolution (FCR), Abandon Rate, and CSAT.
- Apply call quality standards through routine call reviews, providing targeted feedback based on established QA frameworks.
- Assist in call center operations reporting by tracking daily performance metrics, identifying workflow improvements, and reporting performance gaps, trends, or system issues to the Manager.
- Collaborate with key departmental stakeholders to maintain, refine, and update standard operating procedures (SOPs) and call scripts in alignment with leadership directives.
Compliance & Governance
- Ensure daily operations follow Medicaid contract requirements, HIPAA regulations, and Nevada state laws.
- Support documentation and audit readiness as directed by Compliance and Operations leadership.
- Reinforce compliance training across the team and ensure strict adherence to updated workflows and requirements.
Qualifications & Requirements
- Education: High school diploma or equivalent (Required).
- Experience: 3 years of call center experience (Required); previous leadership or escalation handling experience preferred.
- Language: Spanish bilingual proficiency (Preferred).
- Location & Travel: Ability to commute to Las Vegas, NV 89135 on a hybrid remote schedule (Required) with a willingness to travel up to 25% (Required).
- Technical Skills: Experience using call center platforms (VoIP/ACD, CRM, ticketing platforms like Zendesk).
Benefits
- 401(k)
- Health insurance & Health Savings Account (HSA)
- Dental insurance
- Vision insurance
- Paid time off (PTO)
- Location: Hybrid Remote in Las Vegas, NV
- Job Type: Full-Time
Compensation:
$53,000–$58,000 base salary, plus performance-based incentive tied to referral volume milestones.
Why Join Mercato
At Mercato, you’ll be part of a passionate team working to make healthy food accessible for everyone. Join us in building stronger communities—one delivery at a time.
Mercato is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants.
Salary : $53,000 - $58,000