CA Supervisor

Company Overview

Join the leader transforming healthcare waste management across America.

MedPro Disposal is the nation's largest privately-held medical waste management company, serving 35,000+ providers across 48 states in a $2+ billion market. Since 2009, we've been the trusted partner helping healthcare facilities save up to 30% on waste management costs while maintaining 99% on-time service.

What we do: We lead with comprehensive medical waste disposal solutions, plus pharmaceutical waste management, secure document destruction, and compliance training services—all powered by innovative technology and a client-first approach.

Why it matters: We handle the critical but complex challenge of medical waste management so healthcare providers can focus on what they do best: delivering exceptional patient care.

Our impact: From physician practices to hospitals, dental offices to long-term care facilities, we're trusted advisors and strategic partners—not just vendors. We combine proven expertise with environmental responsibility and comprehensive protection to solve complex operational challenges.

Ready to grow with us?
Join a fast-scaling, mission-driven company where we Do The Right Thing, roll up our sleeves with a "figure it out" attitude, and win as a team. We're building something meaningful—making healthcare safer, more compliant, and more efficient—one client at a time.

Position Overview:
This position oversees day-to-day team performance, ensuring service excellence, operational efficiency, and adherence to established SLAs and KPIs.

The ideal candidate is an experienced operations professional with a proven track record in customer service leadership—capable of driving performance, coaching teams, and executing scalable processes that enhance customer satisfaction and retention. The CA Supervisor will work closely with leadership, account managers, and cross-functional departments to deliver consistent, high-quality service across all client accounts.

This role is ideal for someone with strong analytical, organizational, and people-management skills who thrives in a fast-paced, metrics-driven environment and is passionate about creating operational impact through continuous improvement.

Key Responsibilities

Operations Management
Oversee daily operations of customer service teams across all client accounts
Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) across multiple brands and contracts
Monitor and optimize operational efficiency, productivity, and quality metrics
Implement and maintain operational processes, policies, and procedures
Manage resource allocation and workforce planning to meet client demands
Manage workforce planning including shift schedules, queue coverage, workload distribution and cross training
Support implementation of new tools, software, and systems

Team Leadership & Development
Lead, mentor, and develop team leaders, supervisors, and representatives
Drive recruitment, onboarding, and retention strategies by partnering with the head of recruitment
Conduct performance evaluations and provide coaching for continuous improvement
Foster a positive work culture aligned with company values
Address workplace concerns in a timely fashion and communicate any concerns or risks upwards to senior leadership
Collaborate with other departments to streamline processes and drive faster resolution of client issues

Client Management
Serve as primary escalation point for client issues and concerns
Build and maintain strong relationships with key client stakeholders
Conduct regular business reviews and present operational performance reports
Identify opportunities for account growth and service expansion
Ensure client satisfaction and contract compliance

Quality & Compliance
Maintain quality assurance standards across all customer interactions
Ensure compliance with local labor laws, regulations, and company policies
Oversee data security and confidentiality protocols
Implement continuous improvement initiatives based on quality metrics
Support client retention efforts through direct client engagement or guiding offboarding processes
Create documented workflows and standard operating procedures

Qualifications:
Minimum 5+ years in operations, customer service, or workforce management, with at least 2 years in a supervisory or leadership capacity.
Background in healthcare, BPO, or service-based operations preferred.
Demonstrated ability to lead, motivate, and develop high-performing teams while managing multiple priorities.
Strong understanding of SLAs, KPIs, and quality assurance standards; proven experience optimizing workflows and operational efficiency.
Skilled in scheduling, capacity planning, queue management, and shift allocation to meet service demands.
Excellent verbal and written communication skills, with the ability to manage escalations and foster collaboration across teams.
Data-driven mindset with the ability to interpret metrics and implement actionable improvements.
Proficiency in CRM platforms (Salesforce, HubSpot), help desk software, and reporting tools.
Strong critical-thinking and decision-making abilities, with a proactive “figure-it-out” approach.
Team-oriented leader who embodies MedPro’s values—Do the Right Thing, Figure It Out, and Win as a Team.

Compensation & Benefits:
$10/hr (based on experience), paid weekly.
Permanent work-from-home
40 hours per week, aligned with U.S. business hours (CST, graveyard shift).
Fixed weekends off (Saturday & Sunday)
Work Anniversary Bonus
No work with pay on US Holidays

Technical Requirements:
Personal laptop or desktop (i5 5th gen or AMD equivalent, 8GB RAM minimum)
Stable primary internet connection (at least 25-30 Mbps) + backup internet source
Noise-canceling headset and quiet, dedicated work environment

Application Process
1. Submit your most updated resume to ---------- / ---------- / ----------
2. Shortlisted candidates will complete a brief criteria skills assessment after the initial interview.

EEO Statement:
MedPro Disposal is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We encourage individuals from all backgrounds to apply.