Operations Supervisor (Limited Service) - Internal Only

Operations Supervisor for High Volume Call Center

Are you looking for a leadership position? Do you have call center experience? Do you want to help employees reach their full potential? If so, Kenific Group Call Center Operations (KGCCO) is looking for you to be a supervisor in our Tampa call center!

Company Overview

KGCCO is a government contracting company and we operate a high-volume call center in Tampa, FL. Our team assists thousands of Americans in navigating complex healthcare insurance plans offered through the Federal Marketplace. We are looking for motivated, hardworking, and enthusiastic supervisors to manage customer service representatives (CSRs) and we have multiple positions available now!

Responsibilities:

• You will be part of a team supporting a contract with the Centers for Medicare & Medicaid Services, and will work with the Supervisors, Operations Managers, Site Director, and other contract management to provide the highest levels of customer service to our clients and our customers.

• You will exhibit high quality work standards and professional behavior at all times, while serving as a role model for your team.

• You will be responsible for supervising, developing, and coaching your CSRs to help them meet our team's productivity, quality, attendance, adherence, and timeliness goals.

• You will be required to listen to a minimum number of calls for each of your CSRs each month and provide coaching and feedback based on the calls.

• You will complete and deliver performance appraisals for your team, and coach CSRs in areas identified as needing attention.

• You will enforce call center and corporate policies and procedures.

• You will participate in calibration sessions for the purpose of keeping current on quality changes.

• You will be required to take a minimum of one hour of phone calls per month and may log in to the telephone queues more frequently during high call volume and/or all-hands status.

• You may participate in the interview process and make recommendations for hiring call center staff.

• You may be asked to perform other duties not listed here within the scope of your supervisory responsibilities.

Position Requirements:

• Previous call center experience as a CSR is required.

• 6 months of supervisory or leadership experience is required.

• Bachelor's degree or equivalent work experience preferred.

• Minimum 2 years of customer service, leadership, and team interaction skills are required.

• Ability to communicate effectively in English, both verbally and in writing.

• Ability to exercise good judgment, make independent decisions, and proactively solve problems.

• Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.

• Basic math skills are required.

• Ability to maintain schedule flexibility to respond to business needs, with potential shift changes assigned if needed.

• Ability to interact with all levels of project team, from CSRs to corporate management.

• Strong analytical and organizational skills.

• Bilingual (Spanish) language skills are highly desired.

Location:

• The position is onsite at our Tampa call center, 5701 E. Hillsborough Avenue, Suite 1300, Tampa, FL 33610 (located near the Hard Rock Casino).

• Remote work is not available for this position.

Schedule:

• Our call center is open from 8:00AM to 10:00PM, Monday - Friday, with extended operating hours during peak season, and your shift will be assigned for a portion of that daily schedule, based on operational needs.

• Several openings are for shifts beginning after 1:30PM.

• Training for this position will begin Monday, October 20, 2025 from and will run for approximately two weeks during the hours of 8:00AM to 4:30PM. Upon completion of the training, you will begin working your regularly assigned schedule.

Background:

• You must be able to pass a standard background check, including criminal and credit checks.

We are proud to offer our employees a quality compensation and benefits package.

Kenific Group Important Information

All qualified applicants will be considered for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Talent Team at kgccorecruiting@kenific-c2.com or by phone (571) 363-4020.

This company uses E-Verify to confirm each employee's work authorization. For more information, click here E-Verify Participation Poster.