Call Center Supervisor

About the role

We are seeking an experienced Call Center Supervisor to lead our growing team in San Antonio, TX. The ideal candidate will combine strong leadership with a data‑driven mindset and a comfort for modern AI‑powered tools.

Key responsibilities

• Lead, coach, and develop a team of Call Center Representatives, fostering accountability and service excellence.
• Oversee daily operations, ensuring coverage, productivity, and SOP adherence across all shifts.
• Monitor dashboards and KPIs (AHT, FCR, quality scores) and intervene when performance falls short.
• Serve as escalation point for complex calls, balancing member needs with operational goals.
• Analyze reporting data to identify trends, root causes, and improvement opportunities.
• Champion AI‑enabled tools (speech analytics, AI‑assisted quality monitoring, workforce management platforms) to boost efficiency and experience.
• Manage scheduling, shift coverage, timekeeping, and PTO.
• Conduct QA reviews, one‑ons, performance evaluations, and corrective actions.
• Onboard and train new representatives, maintaining up‑to‑date training materials and SOPs.
• Report KPIs, staffing, and operational issues to leadership and collaborate with cross‑functional teams.

Required profile

• High school diploma or equivalent.
• Minimum 3 years call‑center experience, including at least 1 year in a supervisory role.
• Proven ability to analyze call data, identify trends, and drive quality improvements.
• Solution‑focused experience resolving member issues and enhancing experience.
• Demonstrated coaching and performance‑management skills in a fast‑paced environment.
• Comfort working with data and willingness to adopt AI‑driven technology.

Required skills

• Speech analytics
• AI quality monitoring
• Chatbots
• Virtual agents
• Workforce management platforms
• Call reporting dashboards
• Data analysis

What we offer

• Competitive full‑time permanent position.
• Opportunity to lead a growing team using cutting‑edge AI tools.
• Collaborative environment with cross‑functional exposure.