Contact Center Retention Supervisor

Retention Supervisor | Remote | Full-Time

About Nsight Health

Nsight Health is transforming how care is delivered through Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI). We empower healthcare providers to manage chronic conditions using real-time data, AI-enabled technology, and 24/7 clinical support. Our HIPAA-compliant platform connects patients and care teams nationwide—improving outcomes, adherence, and peace of mind. Join a fast-growing, mission-driven team that blends healthcare and technology to make a measurable difference in people’s lives.

Nsight Health — Where Technology Meets Compassion.

About the Role

The Retention Supervisor at Nsight Health leads a team of retention agents working across high-stakes, high-volume call campaigns in a healthcare contact center environment. This is not a passive supervisory role. The team operates at a fast pace, and the right leader earns respect quickly by showing up with authority, consistency, and the ability to coach in real time. You will own your team's performance, culture, and development from day one. Nsight Health is an AI-forward organization, and this role is expected to actively use and champion AI tools as part of how we operate, coach, and improve every day.

What You'll Do

Team Leadership

Directly supervise, coach, and hold accountable a team of retention agents across multiple campaign types including high risk retention

Establish yourself as the first point of contact for your agents — questions, escalations, and concerns route through you, not around you

Deliver structured coaching sessions and regular performance conversations with documentation

Build a team culture where agents are clear on expectations, processes, and standards at all times

Leverage AI-assisted tools for call monitoring, performance trending, and coaching prep to increase the quality and frequency of meaningful agent interactions

Operational Oversight

Monitor daily activity across calls, queues, and campaign performance, and take action when things drift

Handle escalated patient and agent issues efficiently without needing to escalate upward for routine problems

Ensure strict adherence to QA standards, PI verification requirements, and Nsight policies on every call type — not just the ones being actively graded

Partner with QA, WFM, and Contact Center leadership to stay ahead of process changes and communicate them clearly to your team

Use AI conversation intelligence platforms to identify coaching opportunities, track script adherence trends, and flag compliance risks before they become infractions

Performance Management

Own your team's KPIs: retention rates, call handling time, ACW, occupancy, and QA scores

Identify performance gaps early and execute corrective action with or without being prompted

Track trends and bring data to leadership conversations rather than waiting to be asked

Use AI-generated insights and reporting to supplement your own observations and build a fuller picture of team performance

Communication and Compliance

Keep leadership informed proactively — not reactively

Ensure your team understands policy changes before they go into effect, not after

Maintain documentation on coaching, performance conversations, and any corrective actions taken

Apply AI tools to streamline documentation, summarize call reviews, and support consistent record-keeping across your team

What We're Looking For

• 2 or more years in a supervisory role within a contact center or high-volume customer service environment
• Direct experience managing agents in a retention, high risk, or escalation-based call environment strongly preferred
• Demonstrated ability to lead a team with strong or assertive personalities without losing authority or consistency
• Proven track record of owning team performance metrics and closing gaps with minimal hand-holding from above
• Comfortable operating in a fast-moving environment where processes evolve and expectations are high
• Strong communicator who keeps agents informed, keeps leadership in the loop, and doesn't let things fall through the cracks
• Hands-on experience using AI tools in a contact center context — conversation intelligence platforms, Auto QA, AI-assisted coaching, or similar — is strongly preferred
• Candidates who have actively used AI to improve team performance, reduce manual review burden, or enhance coaching quality will stand out
• Comfort adopting new technology quickly and a willingness to help agents do the same is expected, not optional
• Experience with CRM and dialer platforms; PRVNT or similar healthcare CRM a plus
• Familiarity with QA scoring frameworks, infraction processes, and dispute workflows is a plus

Why This Team

This team plays a direct role in keeping patients connected to care programs that improve health outcomes. The work is meaningful, the pace is real, and the right supervisor will thrive in it. Nsight Health is a clinically managed remote care company serving thousands of patients across RPM, CCM, PCM, BHI, CoCM, and RTM programs. We move fast, we hold high standards, and we invest in leaders who hold themselves to the same.

Work Environment

This is a fully remote position. Schedule flexibility is required, including potential evening, weekend, or holiday coverage based on campaign and business needs.

Compensation & Benefits

• Competitive base pay between $65,000 - $75,000
• Average monthly bonus of $3,000

Benefits Include:

• 11 Paid Company Holidays annually

• Paid Time Off (PTO)

• Company-provided equipment

• Medical, Dental, Vision, and supplemental insurance options

• 401(k) Plan with 3.5% Company Match

Work From Home Requirements

• Minimum internet speed of 50 Mbps download / 10 Mbps upload

• Hardwired internet connection required

• Private, HIPAA-compliant workspace

• Speed test submission required during the offer process