Call Center Supervisor
Company: Harrison Gray Search & Consulting
Location: Clearwater
Posted on: February 17, 2026
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Job Description:
Job Description Job Description Position Summary The Call Center
Supervisor provides leadership and coordinates the activities of a
call center team. This role ensures high-level service by managing
inbound/outbound calls and correspondence from members and
providers, strictly adhering to all service level agreements
(SLAs). The Supervisor is responsible for driving service
excellence for their assigned team. Essential Duties and Key
Expectations Team Management & Service Levels: Lead and coordinate
the team, constantly monitoring call center metrics to ensure all
SLAs are met (e.g., minimum 90% of calls answered in 45 seconds;
Average Speed to Answer under 40 seconds; Abandon Rate under 5%).
Call & Correspondence Oversight: Ensure prompt handling of all
member/provider communications. Urgent email issues must be
addressed within 4 hours, and all other correspondence/scheduled
calls within 1 working day. Support & Production: Handle calls
during peak times to maintain service levels. Ensure
representatives follow up on open issues and maintain a minimum
production of 150 transactions (calls or written responses) per
week. Quality & Compliance: Maintain a team audit score average of
93% or higher. Ensure absolute team compliance with privacy (HIPAA)
and data accuracy standards. Client & Process Liaison: Act as the
point of contact for external parties on escalated service issues.
Assist in developing departmental policies and procedures.
Qualifications and Experience Insurance Sector Experience Required:
A minimum of 2 years in a Supervisory role within an inbound
Customer Service Center, specifically servicing health insurance
policies or benefits. Total Call Center Experience: A minimum of 5
years working in an inbound Customer Service Center (as a
Representative, Supervisor, or Trainer/Auditor). Competencies
Strong organizational, interpersonal, and motivational skills.
Excellent written and verbal communication skills. High level of
reasoning and analytical skills; detail-oriented.
Keywords: Harrison Gray Search & Consulting, Palm Harbor , Call Center Supervisor, Customer Service & Call Center , Clearwater, Florida
