Call Center Supervisor, Outbound Operations - Urology

Aeroflow Health – Call Center Supervisor, Outbound Operations - Urology

Location – Hybrid (Asheville, NC office & remote)

This position will report to the Asheville headquarters for the first 60-90 days for training and then have the ability for a flexible hybrid schedule

Aeroflow Health is a leading provider of home medical equipment and clinical support services, helping patients across the country access the products and care they need to live healthier lives at home. Through innovative technology, streamlined delivery platforms, and deep expertise in insurance navigation, we remove barriers to care for and simplify complex healthcare processes for families, providers, and payers alike.

We are equally passionate about taking care of our employees. Recognized as one of the fastest-growing healthcare companies in the U.S., an Inc. 5000 honoree, and a certified Great Place to Work®, Aeroflow continues to seek ways to be one of the nation’s top employers. As we continue to grow, we remain committed to building an exceptional workplace where talented professionals are empowered, supported, and inspired to make meaningful impact every day.

 The Opportunity

Aeroflow Health is seeking a Urology Supervisor to lead and manage a high-performing outbound call center team. This role is responsible for the daily supervision, coaching, and performance management of agents focused on contacting patients. In addition to day-to-day leadership, this role will leverage call center data, dialer insights, and operational metrics to improve team performance, workflow efficiency, and patient outcomes. A primary focus will be optimizing the team's use of the outbound dialer function to meet strategic contact and conversion goals.

This is an ideal opportunity for a leader who enjoys balancing people management with operational improvement and data-driven decision making. 

 Your Primary Responsibilities

We are currently seeking a Urology Supervisor to:

• Lead, coach, and motivate a team of outbound call center agents to achieve daily, weekly, and monthly performance targets.
• Manage the day-to-day operations of the outbound team, including scheduling, adherence, workflow, and resource allocation.
• Monitor and optimize the performance of the outbound dialer function, including ensuring effective list management, high productivity, and compliance with calling regulations.
• Analyze key performance indicators (KPIs) such as contact rates, conversion rates, talk time, quality scores, adherence, and productivity trends to develop strategies for improvement.
• Review call center reports, dashboards, and operational data to identify trends, inefficiencies, and coaching opportunities.
• Translate reporting insights into actionable improvements for staffing, workflows, call strategy, and employee development.
• Review call dispositions and account follow-up activity to ensure correct actions are being taken and documented accurately.
• Conduct regular 1:1 coaching, performance reviews, and implement corrective action plans as needed.
• Analyze key performance indicators (KPIs) such as contact rates, conversion rates, talk time, and quality scores, and develop strategies for improvement.
• Serve as the escalation point for complex patient or agent issues, ensuring timely and effective resolution.
• Develop, document, and maintain team-specific SOPs and reference materials to standardize agent performance.
• Partner with Call Center Leadership to forecast staffing needs and contribute to operational strategy.
• Support the implementation of new systems, reporting tools, technologies, and evolving workflows as the team grows.
• Monitor adherence to internal policies, procedures, and compliance requirements.
• Maintain HIPAA compliance and patient confidentiality at all times.
• Regular and reliable attendance as assigned by your schedule.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

 

Skills for Success

• Outbound Call Center Management: Proven ability to lead and drive performance in a metric-driven outbound call center.
• Supervisory Leadership: Strong coaching, mentoring, and team development skills.
• Dialer Function Expertise: Experience monitoring, utilizing, and optimizing an outbound dialer/ACD system.
• Analytical Mindset: Comfortable interpreting data, identifying trends, and using metrics to guide decisions.
• Performance Driver: Focused on analyzing and improving key performance indicators (KPIs).
• Escalation Expert: Confident handling of complex team member issues and high-impact patient interactions.
• Influential Communicator: Able to drive alignment and motivate team members.
• Continuous Improvement Mindset: Proactively identifies process gaps and takes ownership of solutions.

Required Qualifications

• 3+ years of experience in a high-volume call center environment.
• 1+ years of proven supervisor or management experience leading an outbound call center team.
• Demonstrated experience managing or significantly utilizing an outbound dialer system (e.g., list strategy, compliance, monitoring).
• Strong track record of achieving and exceeding team performance metrics (e.g., conversion, contact rate, adherence).
• Experience reviewing reports, dashboards, KPIs, or call center metrics to drive performance improvements.
• Strong analytical skills with the ability to interpret data and turn findings into action plans.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, evolving environment.

You Might Also Have

• Experience in healthcare, DME, or insurance-based service environments.
• Familiarity with incontinence, catheter, or ostomy workflows.
• Experience supporting operational rollouts, process changes, or system implementations.
• Experience working in a hybrid or rapidly scaling call center environment.
• Experience with workforce management, reporting tools, dashboards, or call center analytics platforms.

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:

•    Family Forward Certified
•    Great Place to Work Certified
•    Inc. 5000 Best Place to Work award winner
•    HME Excellence Award
•    Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

 We value transparency and candidate safety throughout the hiring process. Aeroflow recruiters may reach out through platforms such as LinkedIn or Indeed; however, all interviews and/or offer coordination and sensitive information requests will occur only through our official communication channels. You will never be asked to provide personal data outside our secure application portal, and all interview or offer details will come from an @aeroflowinc.com email address. We do not conduct interviews via text message or instant-messaging apps. If you have concerns, please contact our Talent Acquisition team for verification