[Hiring] Call Center Supervisor @Fortuna BMC

Role Description

As the Call Center Supervisor, you will lead a fully remote team of 20-25 call center agents supporting Medi-Cal members in a high-volume inbound environment. Your leadership will help agents meet expectations for quality, productivity, attendance, and schedule adherence while delivering accurate and professional member service. You will use performance data, call observations, and regular coaching to strengthen individual and team results.

• Lead, support, and maintain daily accountability for a remote team of 20-25 call center agents.
• Monitor attendance, schedule adherence, Average Handle Time (AHT), After Call Work (ACW), quality scores, hold time, productivity, and other assigned performance measures.
• Provide timely one-on-one coaching, feedback, recognition, corrective guidance, and performance improvement support.
• Review calls and documentation for accuracy, professionalism, privacy, and compliance with approved member-service procedures.
• Use reports and performance trends to identify coaching needs, recurring challenges, and opportunities to improve team results.
• Coordinate daily staffing and coverage while partnering with training, quality assurance, workforce management, operations leadership, and human resources as needed.

Qualifications

• At least four years of call center supervisory experience, preferably leading teams of 20 or more agents in a high-volume inbound environment.
• Demonstrated success coaching employees and improving performance against measurable KPIs such as AHT, QA, adherence, attendance, productivity, and customer satisfaction.
• Experience managing remote employees and maintaining engagement, accountability, and consistent communication across a distributed team.
• Proficiency with Microsoft Office and contact center or workforce platforms such as NICE CXone, Verint, Avaya, or comparable systems.
• Excellent written and verbal communication, organization, analytical thinking, follow-through, and problem-solving skills.
• Current California residency and the ability to work Monday-Friday, 8:30 AM-5:00 PM Pacific Time; Medi-Cal, Medicaid, Medicare, or healthcare member-services experience is preferred.

Requirements

• Fully remote; must reside in California.
• Work schedule: Monday-Friday, 8:30 AM-5:00 PM Pacific Time.
• Pay rate: $23.00 Per hour.

Benefits

• Paid sick leave based on state regulations after 90 days of employment.
• Medical, dental, and vision coverage after a waiting period (60% paid by Fortuna).
• Free Telemedicine and Mental Health support for all employees and their families.
• Additional voluntary benefits: Group Life Insurance, Accidental Insurance, Critical Care, Short-Term Disability.