Call Center Supervisor

Supervise call center staff during business hours, coach agents, and hold the standard for how callers are treated.

Location Madison, Wisconsin
Type Full time
Team Call Center
Program Wisconsin NEMT program

You supervise the floor during business hours. You coach agents, take escalated calls, and make sure policy is applied consistently — including the part where every caller is treated with dignity and their privacy is protected.

What you will do

Ensure staff complete Department-approved training on NEMT policy, HIPAA, PHI, cultural sensitivity and customer service.
Coach agents and give performance feedback, including daily huddles.
Handle escalated calls yourself.
Apply policy consistently across the team.

What we are looking for

Supervisory experience in a call center or customer service environment.
NEMT or healthcare experience is a plus.

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