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SafeRide Health is seeking an experienced Call Center Supervisor to lead and manage a growing call center team in San Antonio, Texas. The role focuses on operational excellence, team development, and leveraging data-driven insights and AI-powered tools to optimize call center performance.
Key responsibilities include:
- Leading, coaching, and developing a team of Call Center Representatives while fostering accountability and service excellence
- Overseeing daily call center operations across all shifts, ensuring coverage, productivity, and adherence to standard operating procedures
- Monitoring performance dashboards and KPIs (average handle time, first-call resolution, quality scores, on-time performance) and intervening when metrics fall below standards
- Serving as the escalation point for complex or high-impact calls, balancing member/customer needs with operational goals
- Analyzing call reporting and performance data to identify trends, root causes, and improvement opportunities
- Championing data-driven decision-making and AI-enabled tools (speech/interaction analytics, AI-assisted quality monitoring, workforce management platforms)
- Managing team scheduling, shift coverage, timekeeping, and PTO
- Conducting quality assurance reviews, one-on-ones, performance evaluations, and delivering coaching and development plans
- Onboarding and training new representatives while maintaining training materials and SOPs
- Reporting team KPIs, staffing, and operational issues to leadership
- Collaborating cross-functionally with Network Management, Provider Relations, and other internal teams
SafeRide Health is a technology and services company eliminating transportation barriers to healthcare by combining a proprietary platform with a nationwide network of vetted transportation providers. The platform supports major Medicare Advantage, Medicaid, and provider programs.
Requirements:
- High school diploma or equivalent
- Minimum 3 years of call center experience, including at least 1 year in a lead or supervisory role
- Demonstrated experience analyzing call reporting data and identifying trends to drive operational and quality improvements
- Solution-focused call center experience with a track record of resolving issues and improving member experience
- Demonstrated experience coaching, developing, and managing team performance in a fast-paced operational environment
- Comfort working with data and willingness to use and learn AI-driven technology and reporting tools
- Must pass criminal background check
- Must be legally authorized to work in the US without sponsorship
- Ability to work flexible shifts, including evenings, weekends, and holidays as needed
Preferred qualifications:
- Bachelor's degree
- Experience with AI-powered call center technology (speech analytics, AI quality monitoring, chatbots, virtual agents)
- Experience with workforce management, scheduling, and QA tools
- Knowledge of healthcare or non-emergency medical transportation (NEMT) industry
- Bilingual Spanish
