LOCATION: On-site in Madison, WI POSITION IS CONTINGENT UPON AWARD OF CONTRACT SUMMARY: Supervises and develops frontline call center staff in accordance with company policies, procedures, contractual requirements, and performance standards. Partners with management to achieve operational objectives, contractual compliance, service-level expectations, and quality outcomes. Oversees daily team performance, coaching, workforce utilization, employee development, and escalation resolution to ensure exceptional service delivery for members, providers, and clients while maintaining a productive and engaged work environment. ESSENTIAL FUNCTIONS • Ensure compliance with Call Center policies, procedures, contractual requirements, confidentiality standards, andestablishedoperational practices. • Supervise daily staff performance to ensure calls are handled efficiently, accurately, professionally, and within established service-level expectations. • Monitor call quality, productivity, schedule adherence, and operational performance metrics; provide coaching, mentoring, documented feedback, and targeted retraining to maximize employee performance and development. • Assiststaff in resolving member and provider concerns, complaints, and escalated calls; coordinate service recovery efforts with dispatch and transportation operations as needed. • Manage workforce scheduling activities, including employee training and retraining, vacations, breaks, overtime assignments, shift rotations, coverage planning, and staffing for absences. • Partner with the Call Center Manager to analyze call volume, workload trends, and operational demands; recommend staffing adjustments necessary to achieve service-level and performance goals. • Maintain operational readiness by reinforcing approved scripts, documentation standards, quality requirements, and customer service expectations. • Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resourceutilization, and achievement of departmentalobjectives. • Participate in employee performance evaluations and complete required human resources documentation ina timelyandaccuratemanner. • Perform other duties and responsibilities as assigned. REQUIRED SKILLS AND ABILITIES • Ability to work well with people. Strong leadership skills. • Exceptional organization and time management skills. • Positive attitude, good judgment, and strong work ethic. • Demonstrate excellent interpersonal communication skills. • Strong computer skills.Proficiencyand speed working in all Microsoft Office products. • Strong organizational skills, including time management and documentation. • Knowledge of telephone call center systems. QUALIFICATION • Associate degree from an accredited college or university and/orcommensurateexperience in the areas of call center supervisory position. • Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint). • Previoussupervisory experiencepreferred;at least two or more years of Customer Service experience in a Call Center environment.