Call Center Supervisor

Overview
We are seeking an experienced and dynamic Call Center Supervisor to oversee daily operations within our busy healthcare support center located in San Juan. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a solid understanding of dental terminology and customer service principles. This role is vital in ensuring efficient call handling, high-quality patient interactions, and smooth team performance. Bilingual proficiency and medical office experience are highly valued to support our diverse patient base and operational needs.

Duties

• Supervise and coordinate the daily activities of the call center team to ensure optimal performance and adherence to company standards
• Monitor call quality, provide coaching, and conduct performance evaluations for team members
• Assist with training new staff on phone etiquette, data entry procedures, and medical terminology
• Handle escalated calls from patients or clients requiring special attention or resolution
• Maintain accurate data entry and documentation of call interactions within the system
• Analyze call center metrics to identify trends, improve processes, and enhance overall service quality
• Ensure compliance with healthcare regulations and privacy policies during all interactions
• Collaborate with other departments to streamline communication workflows and improve patient experience

Requirements

• Proven experience in a supervisory role within a call center environment, preferably in healthcare or dental office settings
• Strong knowledge of dental terminology and dental office procedures
• Bilingual abilities in English and Spanish language are highly desirable to serve diverse populations effectively
• Excellent communication skills, both verbal and written, with a focus on phone etiquette and customer service excellence
• Proficiency in computer skills including data entry, CRM systems.
• Demonstrated analysis skills to interpret performance data and implement improvements
• Ability to manage multiple priorities efficiently in a fast-paced environment
• Prior experience with dental office operations is preferred but not mandatory; training will be provided for the right candidate

This position offers an opportunity to lead a dedicated team committed to providing exceptional healthcare support services. We value professionalism, attention to detail, and a compassionate approach to patient care.

Pay: From $30,160.00 per year

Benefits:

• Employee discount
• Health insurance
• Life insurance
• Paid time off

Experience:

• Call Center Supervision: 1 year (Required)

Language:

• English and Spanish (Required)

Work Location: In person