[Hiring] Supervisor, Contact Center @Tango Care

Role Description

tango is currently looking for a Supervisor to join our growing Contact Center team! The Supervisor is a frontline people leader responsible for driving employee engagement, performance, operational excellence, and service quality. This position is an excellent opportunity for high-performing team leads, senior representatives, or emerging leaders who are ready to take the next step into people leadership.

• Lead, coach, and develop a team of Contact Center Representatives through effective performance management, career development, recognition, and accountability practices.
• Monitor and manage team performance against established service level, quality, productivity, attendance, and customer experience goals.
• Analyze operational data and recommend actions to improve efficiency, quality, and service performance.
• Conduct regular one-on-one meetings to provide feedback, recognition, coaching, and performance support.
• Coordinate daily staffing and scheduling to ensure adequate coverage and operational efficiency.
• Partner with Quality Assurance and Training teams to address performance gaps and improve employee effectiveness.
• Review daily workload distribution and work-in-progress to ensure timely completion of referrals and service requests.
• Serve as a point of escalation for process-related questions and operational concerns.
• Foster a positive, collaborative, and customer-focused team environment.
• Communicate operational metrics, trends, and improvement opportunities to leadership.
• Support continuous improvement efforts through trend analysis, problem-solving, and implementation of corrective actions.
• Provide operational support and assist with departmental workflows as needed to ensure service and productivity standards are maintained.
• Ensure compliance with company policies, HIPAA requirements, and applicable regulatory standards.
• Promote employee engagement through recognition, coaching, communication, and support of a positive team culture.
• Exercise independent judgment in assigning work, addressing employee performance concerns, escalating operational issues, and recommending process improvements.
• Other duties as assigned.

Qualifications

• High School Diploma or GED required; Associate's degree preferred, or equivalent relevant work experience.
• Previous leadership, team lead, coaching, or supervisory experience preferred.
• One to three years of inbound and/or outbound call center experience preferred.
• Experience in healthcare, home health, medical office, or referral management environments is a plus.

Requirements

• Knowledge of contact center operations, workforce management principles, and customer service best practices.
• Ability to interpret performance metrics and use data to drive coaching conversations and operational improvements.
• Demonstrated ability to build productive working relationships across departments.
• Strong conflict resolution, problem-solving, and decision-making abilities.
• Ability to effectively manage competing priorities in a fast-paced environment.
• Working knowledge of HIPAA and healthcare privacy requirements preferred.

Company Description

tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.