Call Center Supervisor

Overview
Join our dynamic team as a Call Center Supervisor, where you'll lead a vibrant customer service operation dedicated to delivering exceptional support in a fast-paced environment. In this role, you will oversee daily call center activities, motivate your team to excel, and ensure that every customer interaction reflects our commitment to quality and professionalism. Your leadership will drive efficiency, foster a positive team atmosphere, and uphold the highest standards of service excellence. This paid position offers an exciting opportunity to develop your supervisory skills while making a meaningful impact on our customers’ experiences.

Duties

• Supervise and coordinate daily call center operations, ensuring team members meet performance standards and service goals
• Provide coaching, training, and support to enhance team members' communication skills, product knowledge, and customer service techniques
• Monitor call quality and adherence to phone etiquette, ensuring professional and courteous interactions with customers
• Manage staffing schedules to maintain optimal coverage during peak hours and special campaigns
• Analyze call data and customer feedback to identify areas for process improvement and implement effective solutions
• Facilitate team meetings to communicate updates, recognize achievements, and promote a collaborative work environment
• Ensure compliance with company policies, medical terminology standards, and confidentiality requirements in all customer interactions

Experience

• Proven experience in a customer service role within a call center environment, preferably in the healthcare or medical office sector
• Demonstrated leadership skills with prior supervisory or team lead responsibilities
• Multilingual abilities are highly desirable; bilingual candidates fluent in English and another language are encouraged to apply
• Strong understanding of medical terminology and medical office procedures is a plus
• Excellent communication skills with the ability to motivate and guide diverse teams effectively
• Proficiency in computer skills including data entry, CRM systems, and Microsoft Office Suite
• Familiarity with phone etiquette best practices and customer service principles is essential
• Analytical skills to assess call metrics, identify trends, and implement improvements for enhanced service delivery

Pay: From $31,000.00 per year

Benefits:

• Health insurance
• Life insurance
• Paid time off

Education:

• Bachelor's (Required)

Experience:

• Call Center Supervisor: 1 year (Required)

Language:

• English (Required)
• Spanish (Required)

Work Location: Hybrid remote in San Juan, PR 00902