Call Center Supervisor (AI)

Location: San Antonio, Texas, United States; onsite call center role with flexible shifts, including evenings, weekends, and holidays

Company

hirify.global combines a technology platform with a nationwide network of transportation providers to support non-emergency medical transportation for payers and health systems.

What you will do

• Lead, coach, and develop Call Center Representatives while maintaining accountability, service quality, and continuous improvement.
• Oversee daily operations, staffing coverage, productivity, shift schedules, timekeeping, and PTO across all shifts.
• Monitor call dashboards and KPIs including average handle time, first-call resolution, quality scores, and on-time performance.
• Resolve complex or high-impact escalations and collaborate with Network Management, Provider Relations, and other internal teams.
• Analyze performance data, identify root causes and trends, and lead process and quality improvement initiatives.
• Use AI-enabled tools such as speech analytics, AI-assisted quality monitoring, and workforce management platforms to improve efficiency and member experience.

Requirements

• At least three years of call center experience, including at least one year in a lead or supervisory role.
• Experience analyzing call reporting data, improving operations and quality, coaching teams, and managing performance in a fast-paced environment.
• High school diploma or equivalent; a bachelor's degree is preferred.
• Strong leadership, analytical, communication, conflict-resolution, delegation, and decision-making skills.
• Must be legally authorized to work in the United States without current or future sponsorship.
• Must pass a criminal background record check and support flexible shifts, including evenings, weekends, and holidays.

Nice to have

• Experience with AI-powered call center technology, speech analytics, AI quality monitoring, chatbots, or virtual agents.
• Experience with workforce management, scheduling, and quality assurance tools.
• Knowledge of healthcare or non-emergency medical transportation.
• Bilingual Spanish communication skills.

Culture & Benefits

• Focus on service excellence, accountability, solution-focused problem solving, and continuous improvement.
• Opportunity to apply data-driven decision-making and emerging AI technology to healthcare transportation operations.
• Cross-functional collaboration with operations, network, provider relations, leadership, and HR teams.