Job Description

Job Description

Call Center Supervisor – Pacer Call Center Practice

Location: Pottstown, PA 19464 (Onsite).

Employment Type: Full-Time

Experience Required: 3–5 years in call center leadership

Industry Preferred: Healthcare, Health Plans, PBM, Customer Service Operations

About Pacer

Pacer Staffing supports enterprise clients with large-scale, performance-driven contact center talent. Our Call Center Practice provides Customer Service Advocates (CSAs) to our clients and we are expanding our leadership team to support this growing line of business.

We are looking for a Call Center Supervisor who can coach, develop, and support our remote CSA workforce while partnering closely with Account Management, HR, Delivery, and client-side leadership to drive high performance and retention.

Position Summary

The Call Center Supervisor will oversee a team of remote Customer Service Advocates assigned to healthcare contact center programs. This leader is responsible for monitoring performance, coaching associates, reinforcing expectations, driving quality, and ensuring alignment with client standards—including HIPAA, attendance compliance, professionalism, and performance metrics.

This role plays a critical part in our success and will directly shape the growth, consistency, and quality of the Call Center Practice.

Key Responsibilities

People Leadership & Coaching

• Supervise a team of remote Customer Service Advocates (CSAs) supporting health plan members.
• Conduct regular 1:1s, performance discussions, and coaching sessions.
• Monitor attendance, quality, documentation, and adherence to client expectations.
• Reinforce Pacer and client standards: punctuality, schedule compliance, professionalism, HIPAA, and WFH requirements.
• Identify performance gaps early and implement corrective action or coaching plans.

Performance Management

• Track KPIs including call quality, one-call resolution, audit scores, attendance points, and productivity.
• Review feedback from client supervisors and translate it into actionable coaching.
• Partner with HR for monthly contractor check-in meetings, addressing risks and providing support.
• Reduce attrition by maintaining strong communication and support structures.

Training & Onboarding

• Partner with HR and Delivery to run New Hire Orientation , reinforcing expectations and work from home compliance.
• Support new hires while they ramp up in training and production.
• Validate equipment setup, internet requirements, and workspace compliance for new employees.

Operational Excellence

• Ensure associates follow all HIPAA and confidentiality requirements.
• Coordinate with Account Manager and Delivery on performance trends and escalation needs.
• Maintain accurate documentation for attendance, coaching, warnings, and performance milestones.
• Implement standardized processes that scale as the practice grows.

Client Partnership

• Collaborate with call center supervisors to understand expectations, performance trends, and class outcomes.
• Communicate insights back to Pacer leadership to enhance training, recruiting, and support processes.
• Participate in calibration sessions, performance reviews, and quality alignment meetings.

Qualifications

• 3–5 years of call center leadership experience (Supervisor, Team Lead, Quality Coach, or equivalent).
• Experience in healthcare call centers strongly preferred (health plans, PBM, Medicare/Medicaid, provider/member services).
• Strong coaching, communication, and performance management skills.
• Prior experience supporting remote or hybrid customer service teams.
• Understanding of HIPAA, PHI, and healthcare compliance requirements (preferred).
• Proficiency with call center tools, QA frameworks, KPI reporting, and performance documentation.
• Ability to multitask across multiple systems and manage priorities in a fast-paced environment.
• High emotional intelligence and ability to build trust with remote associates.

What We Offer

• Competitive compensation package
• Medical, dental, vision, 401(k)
• Opportunity to shape and grow a rapidly expanding call center practice
• High visibility with internal leadership and enterprise clients
• Remote work environment
• The chance to make a meaningful impact on associates supporting vulnerable member populations

Ideal Candidate Profile

You’re a coach-first leader who thrives in fast-paced customer service environments. You build engaged, high-performing teams through communication, accountability, empathy, and structure. You’re confident partnering with clients, enforcing standards, and supporting associates every step of the way.

You are passionate about helping people succeed—and understand how to elevate performance in a healthcare call center environment.

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