Supervisor-Contact Center
at CareSync

Date Posted: 3/10/2018

Job Description

Contact Center Supervisor

CareSync is the leading provider of software and services for Chronic Care Management, combining technology with clinical services to facilitate care coordination. We are looking for a Contact Center Supervisor for our headquarters in Tampa, Florida.


The Supervisor will lead two teams with approximately 24 CSRs to successfully manage a monthly target of 98%+ care coordination.  Supervisor will monitor operational performance to ensure quality care coordination services are provided.  


  • Responsibilities to manage two teams to a monthly 98%+ care coordination that includes:
    • Manage by walking around. 
    • Being visible to answer questions
    • Monitor CSR's performance metrics daily
    • Motivate and encourage Clinical Services Health Assistants (CSRs) through positive communication and feedback
    • Coach CSRs when needed for performance as well as attendance and conduct 
  • Keep track of schedule, attendance, daily statistics, paid time off, sick time, etc.
    • Schedule CSRs each period to ensure workforce plan objectives are met
    • Ensure on-going training, conduct team meetings and Certified Nursing Assistant certification for employees
    • Ensure Team Leads are maintaining Record of Communications and maintain files on each CSR as they relate to attendance, productivity and quality
  • Meet at least once each week with your Team Leads and at a minimum, review the following:
    • Team Lead's team past week's events, including productivity and statistics, results and company / enterprise updates.
    • Ensure Team Leads are actively managing teams within weekly/monthly metrics
    • Review goals that will be set for the coming weeks
  • Actively monitor team's performance and provide direction to Team Lead to make adjustments as needed to meet monthly goals
  • Write up and research incident reports related to attendance, productivity, and quality according to policy
  • Develop contests, awards and themes that increase CSR's loyalty and focus
  • Conduct Interviewing, hiring and onboarding new CSR's and Team Leads


  • Ability to be crossed training in all divisions
  • Creates and maintains a high-quality work environment so staff is motivated to perform at highest level
  • Provide visible support to teams by walking around and be accessible
  • Experience working with spreadsheets, word processing, and system tools
  • Ability to exercise independent judgment within policy and procedure guidelines established by the company
  • Maintain integrity, honesty and accuracy in the representation of the company while adhering to all Federal, State and company guidelines
  • Experience in Google system tools or Microsoft programs such as Excel, Word, and other office products required


  • High School Degree or GED equivalent required
  • 3+ years of proven leadership experience supervising teams of 15+ staff (preferably in a Contact Center environment)
  • Experience in a high-volume Contact Center or like environment
  • LPN, RN or other medical licenses preferred, but not required

In return for your contributions to our success, we offer a career experience that others can only envy. Become part of the CareSync team, and be rewarded with competitive salaries, and benefits for full-time employees including:  

  • Excellent health benefits one month after hire
  • Employer matched 401K
  • Paid holidays
  • Generous paid time off (PTO) after 90 days
  • Paid Life Insurance
  • Paid Short Term & Long Term Disability
  • Employee Stock Option Program
  • Energetic & fast-paced work environment
  • Satisfaction that you're building a better experience for all the stakeholders in healthcare

Learn more about us at:

EOE Minorities/Females/Protected Veterans/Disabled#CB


Job Snapshot

  • Employee Type: Full-Time
  • Location: Tampa, FL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 3/10/2018

About Us

A Meaningful Career Awaits…

Every day, the team at CareSync – including nurses, nursing assistants, medical transcriptionists, case managers, and more – make a meaningful difference in the lives of patients with chronic illness. As the largest provider of chronic care management in the country, CareSync makes healthcare less challenging for patients and their caregivers, family members, and physicians. By combining CareSync’s healthcare technology to collect medical histories and create personalized Care Plans, with 24/7 access to our team of nurses, we help patients navigate the healthcare system and reach their healthcare goals.

Benefits for full-time employees include health benefits one month after hire, employer-matched 401K, paid holidays, generous open paid time off (PTO) after 90 days, paid life insurance, paid short term and long term disability, and more.

Be part of something important. Be part of our continued growth, as well! Join the CareSync Talent Network today to learn about openings as they become available!

What is a Talent Network?

Talent Networks enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities through Social Media or email