Call Center Supervisor - Tucker, GA
BEST FOOT FORWARD SOLUTION SERVICES LLCTucker, GA, US6 days ago
Job type
- Full-time
Job descriptionEnsure agents follow scripts, workflows, and escalation protocols Monitor dialer systems, call routing, and campaign pacing to meet goals Support adherence to HIPAA, HITRUST, and internal compliance standards Assist with onboarding and training of new outreach specialists Reinforce cultural competency and empathetic communication practices Identify training needs and escalate to management for further development planning Work closely with Call Center Manager and leadership to align outreach execution with campaign goals Provide daily / weekly shift updates, including performance highlights and challenges Report staffing, scheduling, and operational needs to management 2–4 years of experience in a call center environment, with at least 1 year in a lead or supervisory role (healthcare or Medicaid / Medicare preferred) Strong understanding of call center metrics and quality standards Bilingual (English / Spanish or English / Creole) preferred, not required Experience with CRM or call center technology platforms Excellent communication, leadership, and problem-solving skills Passion for advancing healthcare equity and making a difference in member lives Hands-on, empathetic leader who leads by example Strong attention to detail and commitment to quality assurance Comfortable in a fast-paced, goal-driven environment Familiarity with Medicaid redetermination or health plan outreach programs a plus
Job Description
Job Description
Description :
About Best Foot Forward
At Best Foot Forward, we specialize in culturally attuned, HITRUST-certified engagement solutions for Medicaid populations. We go beyond traditional outreach — building trust, verifying contact, and reconnecting members to care when it matters most.
We’re growing — and we’re looking for a mission-driven Call Center Supervisor to help lead our dedicated engagement team in connecting with the “unreachable.”
Position Summary
The Call Center Supervisor will support the daily operations of our outreach team, ensuring quality interactions, consistent performance, and a positive member experience. This frontline leader will coach team members, monitor productivity, and reinforce workflows designed to drive outcomes tied to healthcare access, redetermination, and preventive care engagement.
Key Responsibilities
Team Support & Supervision
- Oversee a team of outreach specialists (call center agents) during daily shifts
- Provide coaching, feedback, and side-by-side support to strengthen performance
- Monitor key performance indicators (reach rates, engagement outcomes) and address issues in real time
- Conduct call monitoring and QA checks to ensure compliance and member-centered service
Operations & Process Adherence
Training & Development
Collaboration & Reporting
Qualifications
Preferred Traits
Requirements :
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Call Center Supervisor • Tucker, GA, US
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