Call Center Supervisor

Job Description

Job Description

About Us

At United Dream Real Estate, we believe confidence can transform lives. Every call is the first step in a patient’s journey, and our team plays a vital role in making that experience positive, compassionate, and seamless. Our mission is to combine care, professionalism, and precision in every interaction — from first inquiry to post-surgery support.

We’re expanding and seeking a Call Center Supervisor to lead, motivate, and develop our patient coordination team. This role is designed for a strong leader who thrives in a fast-paced environment and is passionate about creating an engaging, results-driven culture where patient satisfaction always comes first.

Position Overview
The Call Center Supervisor will manage a team of 10–15 patient coordinators and call specialists handling consultations, appointments, and follow-ups. Reporting to the Operations Director, you will oversee team performance, ensure high-quality service standards, and support organizational goals through leadership, accountability, and empathy.

Key Responsibilities

• Lead, mentor, and inspire patient coordinators and call specialists to achieve daily and monthly performance targets.
• Provide coaching and training to improve appointment setting, conversion rates, and response times.
• Monitor call quality, patient experience, and follow-up effectiveness to maintain world-class service.
• Manage call center scheduling, reporting, and daily operations to ensure efficiency.
• Develop strategies to promote employee retention and maintain a motivated, positive team environment.
• Partner with marketing, operations, and clinical staff to deliver consistent, seamless patient communication.
• Resolve escalated concerns with professionalism, empathy, and discretion.
• Identify areas for improvement and implement effective solutions.

Qualifications

• 2–5 years of call center or customer service management experience (healthcare or aesthetics experience preferred).
• Proven leadership skills with a track record of team development and coaching.
• Strong communication, listening, and problem-solving abilities.
• High emotional intelligence and a patient-centered approach.
• Data-driven, with the ability to analyze metrics and apply insights to improve performance.
• Thrives in a fast-paced, goal-oriented setting.
• Reliable, adaptable, and motivated by both individual and team success.

Compensation & Benefits

• Base Salary: $55,000 – $70,000 (based on experience)
• Bonus Opportunities: Quarterly and annual performance incentives
• Benefits Package: Medical, dental, vision, PTO, and paid holidays
• Career Growth: Leadership development and advancement opportunities within our growing practice

Our Core Values

• Empathy: Every call begins with compassion.
• Integrity: Always do the right thing.
• Excellence: Consistently exceed expectations.
• Teamwork: Support each other and succeed together.
• Ambition: Strive for growth, learning, and continuous improvement.

We value diversity and are committed to fostering an inclusive workplace for all team members.