[Hiring] Contact Center Retention Supervisor @Nsight Health

Role Description

The Retention Supervisor at Nsight Health leads a team of retention agents working across high-stakes, high-volume call campaigns in a healthcare contact center environment. This is not a passive supervisory role. The team operates at a fast pace, and the right leader earns respect quickly by showing up with authority, consistency, and the ability to coach in real time. You will own your team's performance, culture, and development from day one. Nsight Health is an AI-forward organization, and this role is expected to actively use and champion AI tools as part of how we operate, coach, and improve every day.

What You'll Do

• Team Leadership
  • Directly supervise, coach, and hold accountable a team of retention agents across multiple campaign types including high risk retention.
  • Establish yourself as the first point of contact for your agents — questions, escalations, and concerns route through you, not around you.
  • Deliver structured coaching sessions and regular performance conversations with documentation.
  • Build a team culture where agents are clear on expectations, processes, and standards at all times.
  • Leverage AI-assisted tools for call monitoring, performance trending, and coaching prep to increase the quality and frequency of meaningful agent interactions.
• Operational Oversight
  • Monitor daily activity across calls, queues, and campaign performance, and take action when things drift.
  • Handle escalated patient and agent issues efficiently without needing to escalate upward for routine problems.
  • Ensure strict adherence to QA standards, PI verification requirements, and Nsight policies on every call type — not just the ones being actively graded.
  • Partner with QA, WFM, and Contact Center leadership to stay ahead of process changes and communicate them clearly to your team.
  • Use AI conversation intelligence platforms to identify coaching opportunities, track script adherence trends, and flag compliance risks before they become infractions.
• Performance Management
  • Own your team's KPIs: retention rates, call handling time, ACW, occupancy, and QA scores.
  • Identify performance gaps early and execute corrective action with or without being prompted.
  • Track trends and bring data to leadership conversations rather than waiting to be asked.
  • Use AI-generated insights and reporting to supplement your own observations and build a fuller picture of team performance.
• Communication and Compliance
  • Keep leadership informed proactively — not reactively.
  • Ensure your team understands policy changes before they go into effect, not after.
  • Maintain documentation on coaching, performance conversations, and any corrective actions taken.
  • Apply AI tools to streamline documentation, summarize call reviews, and support consistent record-keeping across your team.

Qualifications

• 2 or more years in a supervisory role within a contact center or high-volume customer service environment.
• Direct experience managing agents in a retention, high risk, or escalation-based call environment strongly preferred.
• Demonstrated ability to lead a team with strong or assertive personalities without losing authority or consistency.
• Proven track record of owning team performance metrics and closing gaps with minimal hand-holding from above.
• Comfortable operating in a fast-moving environment where processes evolve and expectations are high.
• Strong communicator who keeps agents informed, keeps leadership in the loop, and doesn't let things fall through the cracks.
• Hands-on experience using AI tools in a contact center context — conversation intelligence platforms, Auto QA, AI-assisted coaching, or similar — is strongly preferred.
• Candidates who have actively used AI to improve team performance, reduce manual review burden, or enhance coaching quality will stand out.
• Comfort adopting new technology quickly and a willingness to help agents do the same is expected, not optional.
• Experience with CRM and dialer platforms; PRVNT or similar healthcare CRM a plus.
• Familiarity with QA scoring frameworks, infraction processes, and dispute workflows is a plus.

Benefits

• Competitive base pay between $65,000 - $75,000.
• Average monthly bonus of $3,000.
• 11 Paid Company Holidays annually.
• Paid Time Off (PTO).
• Company-provided equipment.
• Medical, Dental, Vision, and supplemental insurance options.
• 401(k) Plan with 3.5% Company Match.

Work Environment

This is a fully remote position. Schedule flexibility is required, including potential evening, weekend, or holiday coverage based on campaign and business needs.