Talent.com
Call Center Supervisor
Call Center SupervisorPacer Group • Pottstown, PA, US
Call Center Supervisor

Call Center Supervisor

Pacer Group • Pottstown, PA, US
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Call Center Supervisor – Pacer Call Center Practice

Location : Pottstown, PA 19464 (Onsite).

Employment Type : Full-Time

Experience Required : 3–5 years in call center leadership

Industry Preferred : Healthcare, Health Plans, PBM, Customer Service Operations

About Pacer

Pacer Staffing supports enterprise clients with large-scale, performance-driven contact center talent. Our Call Center Practice provides Customer Service Advocates (CSAs) to our clients and we are expanding our leadership team to support this growing line of business.

We are looking for a Call Center Supervisor who can coach, develop, and support our remote CSA workforce while partnering closely with Account Management, HR, Delivery, and client-side leadership to drive high performance and retention.

Position Summary

The Call Center Supervisor will oversee a team of remote Customer Service Advocates assigned to healthcare contact center programs. This leader is responsible for monitoring performance, coaching associates, reinforcing expectations, driving quality, and ensuring alignment with client standards—including HIPAA, attendance compliance, professionalism, and performance metrics.

This role plays a critical part in our success and will directly shape the growth, consistency, and quality of the Call Center Practice.

Key Responsibilities

People Leadership & Coaching

  • Supervise a team of remote Customer Service Advocates (CSAs) supporting health plan members.
  • Conduct regular 1 : 1s, performance discussions, and coaching sessions.
  • Monitor attendance, quality, documentation, and adherence to client expectations.
  • Reinforce Pacer and client standards : punctuality, schedule compliance, professionalism, HIPAA, and WFH requirements.
  • Identify performance gaps early and implement corrective action or coaching plans.

Performance Management

  • Track KPIs including call quality, one-call resolution, audit scores, attendance points, and productivity.
  • Review feedback from client supervisors and translate it into actionable coaching.
  • Partner with HR for monthly contractor check-in meetings, addressing risks and providing support.
  • Reduce attrition by maintaining strong communication and support structures.

    • Training & Onboarding

  • Partner with HR and Delivery to run New Hire Orientation , reinforcing expectations and work from home compliance.
  • Support new hires while they ramp up in training and production.
  • Validate equipment setup, internet requirements, and workspace compliance for new employees.

    • Operational Excellence

  • Ensure associates follow all HIPAA and confidentiality requirements.
  • Coordinate with Account Manager and Delivery on performance trends and escalation needs.
  • Maintain accurate documentation for attendance, coaching, warnings, and performance milestones.
  • Implement standardized processes that scale as the practice grows.

    • Client Partnership

  • Collaborate with call center supervisors to understand expectations, performance trends, and class outcomes.
  • Communicate insights back to Pacer leadership to enhance training, recruiting, and support processes.
  • Participate in calibration sessions, performance reviews, and quality alignment meetings.

    • Qualifications

  • 3–5 years of call center leadership experience (Supervisor, Team Lead, Quality Coach, or equivalent).
  • Experience in healthcare call centers strongly preferred (health plans, PBM, Medicare / Medicaid, provider / member services).
  • Strong coaching, communication, and performance management skills.
  • Prior experience supporting remote or hybrid customer service teams.
  • Understanding of HIPAA, PHI, and healthcare compliance requirements (preferred).
  • Proficiency with call center tools, QA frameworks, KPI reporting, and performance documentation.
  • Ability to multitask across multiple systems and manage priorities in a fast-paced environment.
  • High emotional intelligence and ability to build trust with remote associates.

    • What We Offer

  • Competitive compensation package
  • Medical, dental, vision, 401(k)
  • Opportunity to shape and grow a rapidly expanding call center practice
  • High visibility with internal leadership and enterprise clients
  • Remote work environment
  • The chance to make a meaningful impact on associates supporting vulnerable member populations

    • Ideal Candidate Profile

    You're a coach-first leader who thrives in fast-paced customer service environments. You build engaged, high-performing teams through communication, accountability, empathy, and structure. You're confident partnering with clients, enforcing standards, and supporting associates every step of the way.

    You are passionate about helping people succeed—and understand how to elevate performance in a healthcare call center environment.

    [job_alerts.create_a_job]

    Call Center Supervisor • Pottstown, PA, US

    [internal_linking.similar_jobs]
    Part-Time Side Work - Earn on Top of Your Day Job

    Part-Time Side Work - Earn on Top of Your Day Job

    Finance Buzz • Slatington, Pennsylvania, US
    [job_card.part_time] +1
    We’re looking for people interested in a part-time remote opportunity to supplement their main income.This position is ideal for professionals, freelancers, and anyone who wants to improve their fi...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Supervisor, Transmission / HP Engineering

    Supervisor, Transmission / HP Engineering

    Chesapeake Utilities Corporation • Orefield, PA, United States
    [job_card.full_time]
    Supervisor, Transmission / HP Engineering.Hybrid within Service Territories (.Your role in our success will be.The Supervisor, Engineering oversees a team responsible for transmission and distributio...[show_more]
    [last_updated.last_updated_30] • [promoted]
    General Manager

    General Manager

    The Blue Elephant • Pottstown, PA, US
    [job_card.full_time]
    WIN Hospitality is seeking an exceptional.We are a part of WIN Hospitality; a multi-concept group of 7 independent restaurants based in the Main Line. Our philosophy is simple : we hire great people ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Service Technician

    Service Technician

    Patriot Auto Group • Royersford, PA, US
    [job_card.full_time]
    Automotive Service Technician Customer satisfaction is a result of your personal work habits and ethics and is of utmost importance as part of your job function.The Service Technician is ...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Remote Consumer Feedback Contributor (Hiring Immediately)

    Remote Consumer Feedback Contributor (Hiring Immediately)

    Earn Haus • Limerick, Pennsylvania, US
    [filters.remote]
    [job_card.full_time] +1
    We are urgently looking for people interested in taking online surveys for Fortune 500 brands.If you are a self-starter, looking for flexible hours throughout the week, this may be for you! Earn up...[show_more]
    [last_updated.last_updated_30] • [promoted]
    RN Supervisor 3rd shift (Part Time)

    RN Supervisor 3rd shift (Part Time)

    Maris Grove by Erickson Senior Living • Glen Mills, PA, US
    [job_card.part_time]
    Maris Grove by Erickson Senior Living.Every other Weekend Supervisor.Supervises delivery of resident care provided by licensed and non-licensed staff in Continuing Care. Ensures staffing and residen...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Inside Sales Business Development

    Inside Sales Business Development

    Pencor Services • Palmerton, PA, US
    [job_card.full_time]
    WFH 3-Day Felx Shift : Monday-Friday, 8AM-5PM.Pencor and its subsidiaries are Equal Opportunity Employers.This position involves "warm" calling to identify additional needs for existing cu...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    LPN Shift Supervisor - Nightshift

    LPN Shift Supervisor - Nightshift

    Spring Mill • Phoenixville, PA, US
    [job_card.full_time] +1
    About Discovery Management Group.Discovery Management Group is part of the Discovery Senior Living family of companies, a recognized industry leader for performance, innovation and lifestyle custom...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Non-Credit Trainer Pool

    Non-Credit Trainer Pool

    InsideHigherEd • Kutztown, Pennsylvania, United States
    [job_card.part_time]
    A non-credit trainer hired by the university will design and deliver specialized training programs to meet the needs of students, faculty, or external partners. They will collaborate with the univer...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Field Technician Mobile Repairs

    Field Technician Mobile Repairs

    United Smart Tech • Royersford, PA, US
    [job_card.full_time]
    Salary : Starts at $15 / hr - $17 / hr + uncapped bonus commissions.Love fixing tech and want a job on the go? Join uBreakiFix by Asurion as a Field Technician and get paid to travel locally, solve tech...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Service and Commissioning Tech US - Pennsylvania

    Service and Commissioning Tech US - Pennsylvania

    Jonathan Lee Recruitment • Kutztown, PA, US
    [job_card.permanent]
    Service and Commissioning Technician (Automation) - Attractive - Permanent - Pennsylvania - USA.Manufacturing Equipment and Machinery - Industrial and Automation. Service and Commissioning Technicia...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Teller

    Teller

    Diamond Credit Union • Gilbertsville, PA, United States
    [job_card.full_time]
    When you work at Diamond, you will find that you can have more than just a job here, you can build your career.Diamond employees believe in doing more for our members and more for our community, wh...[show_more]
    [last_updated.last_updated_30] • [promoted]
    PT Service Center Associate - 6486

    PT Service Center Associate - 6486

    The GIANT Company • Kutztown, PA, United States
    [job_card.full_time]
    USA-PA-Kutztown-15100 Kutztown Road.At The GIANT Company we're committed to making our stores and facilities better every day for our team members, customers, and communities.It's our secret recipe...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Special Education Supervisor

    Special Education Supervisor

    New Story Schools (PA) • The Hideout, PA, US
    [job_card.full_time]
    At New Story Schools, we serve students ages 5–21 with autism and emotional, behavioral, and developmental challenges.Guided by individualized learning, therapeutic integration, and collabora...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Remote Customer Service Representative – Product Testing

    Remote Customer Service Representative – Product Testing

    GLOCPA • Lower Macungie, Pennsylvania
    [filters.remote]
    [job_card.full_time]
    We’re looking for Customer Support Product Testers across the US to work from home and help top brands improve their products before they hit the market.[show_more]
    [last_updated.last_updated_30] • [promoted]
    Service Technician

    Service Technician

    Patriot Dealerships • Gilbertsville, PA, US
    [job_card.full_time]
    If you feel stuck and are not making enough hours, this is an opportunity to make a move! Come be a part of a team where you are supported, encouraged,. Join our team and receive up to a.Consistent ...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Service Supervisor

    Customer Service Supervisor

    Ainsley Search Group • Malvern, PA, US
    [job_card.full_time] +1
    Ainsley Search Group is hiring a Customer Service Supervisor to join a Global Manufacturer located in Chester County.This Customer Service Manager will report to the Head of Supply Chain and lead a...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Customer Service Representative

    Customer Service Representative

    Uline • Wescosville, PA, US
    [job_card.full_time]
    Customer Service Representative.Pay from $25 to $30 per hour with significant growth and earning potential!.Uline Way, Allentown, PA 18106. Morning Call’s Top Large Employer of 2025!.Fast, friendly ...[show_more]
    [last_updated.last_updated_30] • [promoted]