Call Center Supervisor

**About OncoHealth** OncoHealth is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 14 million people in the US and Puerto Rico, OncoHealth offers digital solutions for treatment review and virtual care across all cancer types. **About the Role** The Call Center Supervisor is responsible for leading and managing a team of Phone Intake specialists to ensure complete, accurate, and timely intake of cases and exceptional inbound call service performance. This role is accountable for team performance against service level agreements (SLAs), quality standards, and turnaround time (TAT) requirements. The supervisor provides coaching, performance management, and operational oversight while partnering cross-functionally to drive efficiency, compliance, and continuous improvement. **Primary Responsibilities** - Flexible to work rotational shifts inside our office hours from 8:00 a.m. – 8:00 p.m. EST to cover the operational needs of the company. Shifts can range anywhere between Monday – Friday 8:00 am to 8:00 pm EST and Saturdays 8:30 am - 6 pm EST (Office hours may change/extend upon operational needs) - Team Leadership and Performance Management. - Lead, coach, and develop a team of Phone Intake specialists, including onboarding, training, and ongoing performance management. - Establish and maintain a culture that emphasizes two-way feedback, continuous quality improvement, and individual and team development. - Conduct regular 1:1 meetings, call reviews, and quality feedback sessions to improve individual and team performance. - Monitor real-time and historical performance metrics, including call volume, service levels, quality scores, and productivity. - Address performance gaps through coaching plans, corrective actions, and recognition strategies. - Operational Oversight & Workforce Management. - Oversee daily inbound call operations to ensure adequate coverage and alignment with call volume and demand. - May support inbound call queues during periods of high volume or staffing gaps to ensure adherence to service level agreements (SLAs). - Partner with workforce management (WFM) or operations to optimize schedules, staffing levels, and queue performance. - Ensure consistent adherence to call handling standards, documentation practices, and workflows. - Escalate operational risks, capacity issues, or service level concerns in a timely manner. - Quality, Compliance and Timeliness. - Ensure all team activities meet internal quality standards, regulatory requirements, and audit expectations. - Oversee adherence to turnaround time (TAT) requirements and service level agreements (SLAs). - Review audit findings, identify trends, and implement corrective actions to improve compliance. - Promote consistent, patient- and provider-centered communication across all interactions. - Process Adherence & Continuous Improvement - Identify trends in call drivers, system challenges, and workflow inefficiencies. - Partner with leadership to recommend and implement process improvements and enhancements. - Support adoption of updated workflows, tools, and communication standards across the team. - Collaboration & Stakeholder Partnership. - Collaborate with internal teams including Case Management, Customer Support, and Operations. - Act as an escalation point for complex cases, provider concerns, or internal issues. - Participate in cross-functional meetings to improve case flow, intake efficiency, and service experience. **About You** - High school diploma or equivalent required. Associate or bachelor’s degree preferred, particularly in: Healthcare Administration, Health Information Management, Business Administration or a related field. Relevant experience may be considered in lieu of a degree. - 3–5 years of experience in healthcare operations, call center leadership, u…