Call Center Operations Supervisor - Direct Hire


Top Job

Located in Saratoga Springs, NY

Salary: $50-55k

A patient engagement-focused healthcare company in Saratoga Springs, NY is looking for an experienced Operations Supervisor for their call center!


The ideal candidate will be analytical, efficient, and possess exceptional verbal and written communications skills. If you thrive on helping others and improving health outcomes, this opportunity may be a great fit for you!


Pay: $50-55k

Job Type: Full-time, DIRECT HIRE (No evaluation period!)


Benefits for Operations Supervisor:

  • 9 Paid Holidays
  • 10 Days Paid Sick Leave
  • 10 Days Paid Vacation at start and increases with time
  • Medical, Dental, and Vision Insurance
  • Life Insurance provided at no cost to employee
  • 401k with 3% company match


Job Duties for Operations Supervisor:

  • Interview, train, and prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
  • Ensure agents understand and comply with all objectives, performance standards, and policies
  • Answer agent questions regarding best practices or difficult calls
  • Monitor and evaluate agent performance, provide learning and coaching opportunities and take corrective action, if necessary
  • Identify operational issues and suggest possible improvements
  • Prepare reports and analyze data to assist management as they determine center goals
  • Work with other supervisors and management team members to support agents and maximize customer satisfaction
  • Oversee specific client or like activities within Operations including the daily performance of staff and the delivery of services to designated customers
  • Attend/participate in client facing meetings
  • Ensure performance metrics, as agreed to in Service Level Agreements with customer agencies, are met or exceeded
  • Support execution of a Quality program to monitor for employee performance, trends, and training opportunities, and implement quality assurance initiatives
  • Participate in the creation and implementation of Operations policies and ensure adherence to these policies
  • Manage overtime assignments and other special project requests
  • Perform the full range of administrative supervisory responsibilities


Skills/Qualifications for Operations Supervisor:

  • High school diploma or equivalent required, additional education (especially in management) preferred
  • 5 years’ prior experience in customer service, call center, or supervising roles
  • Healthcare experiences and medical knowledge a plus
  • Proficiency with phone systems and working knowledge of common office software such as Microsoft Excel and Word
  • Knowledge of EMR or EHR Systems a plus
  • Strong understanding of company products, policies, and services
  • Excellent problem solving, leadership, and customer service skills
  • Familiarity with commonly used concepts, practices, and procedures within medical practices to provide effective customer service to patients and providers
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours


Physical Requirements for Operations Supervisor:

  • Long periods of sitting with repetitive hand movements
  • Ability to occasionally lift/carry up to 20lbs


Work Schedule for Operations Supervisor:

  • Monday-Friday 10:00AM-6:30PM
  • Weekend rotation (2 weekend days per month)


To APPLY please call 518-450-1399 or email a resume to or click the APPLY button below.


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About Us:

Express Employment Professionals is a leading staffing provider in the U.S., Canada and South Africa. At Express Employment Professionals we will assess your skills, offer you interview and résumé writing tips, and work with you to find a job that fits your needs and abilities. You will never pay a fee at Express, and you’ll have the opportunity to earn benefits such as medical insurance, holiday pay, vacation pay, referral bonuses, and much more.

Express Employment Professionals is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and to hire and promote individuals solely based on their qualifications for the job.

In compliance with applicable federal, NYS, and local law, employment decisions are based on business needs, job requirements, and an individual’s qualifications regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status. We do not tolerate discrimination or harassment based on any of these characteristics and expect that our employees and associates will cooperate in maintaining an atmosphere free of discrimination and harassment.


Express Office (Saratoga Springs):

3076 Rt 50, Ste 3
Saratoga Springs, NY 12866

Express Office: Saratoga
3076C Route 50
Suite 3
Saratoga Springs, NY 12866
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