Contact Center Operations Supervisor

Position Summary

We are seeking an experienced Project Manager/Supervisor to oversee a high-volume telephone operator and communications support team within a healthcare or similarly complex 24/7 operating environment.

The ideal candidate will have demonstrated supervisory experience in a 24-hour call center, hospital telephone operator department, healthcare communications center, or comparable high-volume customer service environment. This individual will be responsible for day-to-day team leadership, scheduling, quality oversight, performance management, and ensuring continuous telephone coverage.

The Project Manager/Supervisor must be a hands-on leader who is comfortable stepping in to personally handle calls when staffing needs require it.

Key Responsibilities

• Supervise and coordinate daily operations for a high-volume telephone operator/communications team.
• Lead a Monday-Friday daytime team and ensure appropriate staffing and coverage.
• Maintain operational readiness and continuity of telephone services.
• Develop and manage employee schedules, assignments, breaks, and coverage.
• Monitor call-handling performance, service quality, productivity, and customer service standards.
• Provide coaching, training, mentoring, and performance feedback to telephone operators.
• Step in and personally answer calls when staffing shortages or operational demands require additional support.
• Ensure professional, courteous, and accurate communication with patients, visitors, employees, providers, and other callers.
• Handle escalated calls, complaints, and unusual or sensitive situations appropriately.
• Maintain procedures for call routing, transfers, paging, emergency communications, and other telephone support functions.
• Coordinate with facility leadership and other departments to resolve operational issues.
• Monitor staffing levels and identify potential coverage gaps before they impact service.
• Assist with onboarding and training new team members.
• Maintain appropriate documentation, reports, schedules, and performance records.
• Ensure team compliance with established policies, procedures, confidentiality requirements, and customer service standards.
• Identify opportunities to improve efficiency, response times, call quality, and overall service delivery.
• Support continuous improvement initiatives and operational changes as needed.

Required Qualifications

• High school diploma or equivalent required.
• Demonstrated supervisory or team-lead experience in a 24/7 call center, hospital telephone operator department, communications center, or comparable high-volume environment.
• Experience supervising employees in a customer-facing or communications-focused operation.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional while handling high call volumes and potentially sensitive situations.
• Ability to work effectively in a fast-paced healthcare or similarly demanding environment.
• Comfortable using telephone systems, computer applications, electronic records, and standard office technology.
• Ability and willingness to personally provide telephone coverage when staffing levels require it.

Preferred Qualifications

• Experience working in a hospital, medical center, healthcare system, or other healthcare facility.
• Familiarity with medical terminology and healthcare-related communications.
• Experience with hospital telephone operator systems, call-routing technology, paging systems, or similar communications platforms.
• Experience managing a 24/7/365 operation.
• Previous experience scheduling employees across multiple shifts.
• Experience with quality assurance, call monitoring, productivity reporting, and performance metrics.
• Previous experience training and mentoring telephone operators or customer service representatives.

Work Schedule & Environment

• Primarily Monday-Friday, daytime supervisory schedule.
• Position supports a 24/7/365 telephone operation, including evenings, overnight shifts, weekends, and holidays.
• Supervisor must be available to assist with operational coverage when necessary.
• Fast-paced environment requiring frequent communication and interaction with staff and callers.
• On-site position.

Apply today -