Sacramento Call Center Supervisor

WHAT YOU'LL DO: 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.

WHAT YOU'LL BRING: 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. Fortuna is a certified veteran-owned IT consulting and staffing company, comprised of practicing professionals all of whom are committed to excellence in providing the most efficient and innovative information technology solutions customized to our clients' specifications.