Call Center Supervisor - Remote

Overview

PDMI is looking to add a Call Center Supervisor to our team! We’re looking for a people-first leader who thrives on coaching, motivating, and driving performance in a fast-paced call center environment to oversee a team of Support Specialists. This position is responsible for ensuring a high standard of customer service and operational efficiency on our second shift (1:00 PM – 10:00 PM ET). This is a fully remote role with the opportunity to make a direct impact on our growing team.

In Short

• Supervise the day-to-day operations of our call center during second shift
• Support team members in real time with call escalations and troubleshooting
• Monitor individual and team performance metrics, coaching for success
• Create schedules based on call volume forecasts
• Lead performance management efforts and partner with leadership on employee development strategies
• Oversee hiring, onboarding, training, and mentorship of new Support Specialists
• Collaborate with leadership to enhance call center processes and efficiency
• Manage the Genesys call queue and maintain accurate documentation of policies and procedures

Requirements

• At least 2 years of experience supervising a customer service team, ideally in a call center environment
• Strong leadership skills with a passion for employee engagement, coaching, and performance development
• Tech-savvy and comfortable using tools like Microsoft Outlook, Teams, Word, and Excel
• Familiarity with Genesys is a plus
• Ability to manage priorities in a remote environment with minimal supervision
• Associate’s degree or higher preferred

Benefits

• Best Employer: PDMI was voted a Best Employer in Ohio for the 4th consecutive year in 2024!
• Meaningful Work: Contribute to improving healthcare quality and efficiency.
• Collaborative Environment: Work with passionate professionals who share your drive.
• Exciting Challenges: Every day brings new opportunities to excel.
• Flexible Work: Fully remote opportunity (from approved locations) with a company that cares.