Call Center Supervisor

About Us

Pinnacle Fertility is a leading fertility care platform dedicated to fulfilling dreams by building families. With a network of clinics across the nation, we deliver innovative technology, compassionate patient care, and comprehensive fertility treatments to ensure a personalized, high-touch experience for families on their journey to parenthood. Learn more at www.pinnaclefertility.com.

About the Role

The Call Center Supervisor is an ideal opportunity for those seeking to be an integral part of a fertility patient’s journey towards becoming a parent. If you are customer service minded, compassionate, enjoy a fast-paced environment with a variety of duties, then this is role for you. The Call Center Supervisor position at Pinnacle will allow you to engage with the patient throughout their journey while working closely with a multidisciplinary team to provide excellent patient care.

We are seeking a Call Center Supervisor to join our dedicated team at Pinnacle Fertility in Scottsdale, AZ. This is a full-time position onsite position.  

Responsibilities:

• Lead and manage both domestic and international call center teams to ensure alignment with company goals and service standards.
• Monitor performance, coach agents, and conduct regular quality audits for continuous improvement.
• Track KPIs and manage reporting, ensuring targets are met and customer satisfaction remains high.
• Oversee script development, agent training, and ongoing coaching to enhance customer interactions and drive conversions.
• Act as the main escalation contact, resolving issues and maintaining compliance with data privacy laws and company guidelines.
• Coordinate across time zones for seamless operations and collaborate with internal teams for consistent messaging and solutions.

Requirements:

• 5+ years of experience in a call center environment required
• 2+ years in a supervisory role, preferably in customer or patient-facing support required
• 1 year of healthcare experience preferred
• Strong problem-solving skills, calm under pressure, with a focus on patient satisfaction.
• Proven leadership skills in team development, mentoring, and performance management.
• Familiarity with call center technology and tools preferred

Compensation & Benefits:

• Salary: Final offers based on experience, skills, and qualifications).
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity at Pinnacle Fertility

At Pinnacle Fertility, we celebrate and value diversity. We serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we embrace the diversity of our patients, we foster an inclusive work environment where team members feel supported and empowered. We are proud to be an equal-opportunity employer and encourage applicants from all backgrounds, abilities, and life experiences to apply.