Operations Supervisor - Call Center

CXCENTRODECONTACTO; Monterrey; On-site; MXN 420,000 - 600,000; Full time

Benefits offered by this job

Competitive base salary

Law benefits

Food vouchers

Monday-Friday schedule

Professional growth

Job summary

One Call in Monterrey is seeking an Operations Supervisor to lead a fast-paced contact center team of Care Coordinators. You will drive performance, coach agents, and ensure service quality to meet KPIs.

The role emphasizes people development, data-driven decision making, and collaboration with cross-functional teams to optimize operations and customer experience.

Qualifications

• Minimum 3 years in a BPO or contact center environment.
• Leadership experience as a Senior Agent, Team Lead, Supervisor, or similar role.
• Advanced English communication skills (written and verbal).
• Strong leadership, coaching, and team development skills.
• Experience managing KPIs, productivity, quality, and service metrics.
• Proficiency with CRM systems, Microsoft Office, and reporting tools.
• Excellent organizational, analytical, and problem-solving abilities.

Responsibilities

• Lead, motivate, and develop a team of Customer Service Agents (Care Coordinators).
• Monitor daily operations to ensure productivity, quality, attendance, and service level goals are achieved.
• Conduct regular coaching sessions, performance reviews, and action plans to support employee development.
• Analyze operational metrics and identify opportunities for process improvements.
• Handle customer, client, and operational escalations in a professional and timely manner.
• Ensure compliance with company policies, procedures, and quality standards.
• Partner with Operations Managers and support departments to achieve business objectives.
• Monitor schedule adherence and workforce performance to maximize operational efficiency.
• Prepare and communicate performance reports, trends, and recommendations to leadership.
• Foster a positive, collaborative, and results-driven work environment.
• Support onboarding, training, and continuous development initiatives for new and existing team members.

Skills

People leadership

KPI management

English proficiency

Analytics

Coaching

Communication

Process improvement

Time management

Education

Bachelor's degree

Tools

CRM systems

Microsoft Office

Reporting tools

Job description

Operations Supervisor

About One Call
One Call is a leading healthcare solutions provider specializing in the coordination of care for injured workers within the Workers Compensation industry. With more than 30 years of experience, One Call partners with insurance carriers, third-party administrators (TPAs), and self-insured employers to simplify the claims process and improve outcomes for injured workers.
Headquartered in Jacksonville, Florida, One Call delivers end-to-end healthcare coordination through an innovative, technology-enabled platform and a nationwide network of providers. Our mission is to ensure injured workers receive timely, high-quality care while delivering exceptional service to our clients and partners.

Position Summary

The Operations Supervisor is responsible for leading a team of Customer Service Agents (Care Coordinators) in a fast-paced contact center environment. This role focuses on driving operational excellence by coaching team members, monitoring performance, ensuring service quality, and achieving departmental KPIs. The ideal candidate is an experienced people leader with strong analytical skills, excellent communication abilities, and a passion for developing high-performing teams while delivering outstanding customer experiences.

Key Responsibilities

• Lead, motivate, and develop a team of Customer Service Agents (Care Coordinators).
• Monitor daily operations to ensure productivity, quality, attendance, and service level goals are achieved.
• Conduct regular coaching sessions, performance reviews, and action plans to support employee development.
• Analyze operational metrics and identify opportunities for process improvements.
• Handle customer, client, and operational escalations in a professional and timely manner.
• Ensure compliance with company policies, procedures, and quality standards.
• Partner with Operations Managers and support departments to achieve business objectives.
• Monitor schedule adherence and workforce performance to maximize operational efficiency.
• Prepare and communicate performance reports, trends, and recommendations to leadership.
• Foster a positive, collaborative, and results-driven work environment.
• Support onboarding, training, and continuous development initiatives for new and existing team members.

Qualifications

Required

• Minimum of 3 years of experience in a BPO or contact center environment.
• Previous leadership experience as a Senior Agent, Team Lead, Supervisor, or similar role.
• Advanced English communication skills (written and verbal).
• Strong leadership, coaching, and team development skills.
• Experience managing KPIs, productivity, quality, and service metrics.
• Proficiency with CRM systems, Microsoft Office, and reporting tools.
• Excellent organizational, analytical, and problem-solving abilities.

Preferred

• Experience in healthcare, medical scheduling, workers compensation, insurance, or case coordination environments.
• Experience leading customer service or operations teams supporting U.S.-based clients.
• Bachelors degree or equivalent professional experience.

Skills & Competencies

• Leadership and people development.
• Performance management and coaching.
• KPI analysis and data-driven decision-making.
• Conflict resolution and escalation management.
• Excellent communication and interpersonal skills.
• Strong organizational and time management abilities.
• Adaptability in a fast-paced environment.
• Customer-focused mindset with a commitment to operational excellence.
• Continuous improvement and process optimization.

Work Environment

On-site BPO/contact center environment.

Fast-paced, performance-driven operation.

High-volume customer interactions and operational demands.

Cross-functional collaboration with Operations, Quality, Training, Workforce Management, and Client Services.

Flexibility to support changing business needs and operational priorities.

Benefits

• Competitive base salary.
• Law benefits.
• Food vouchers.
• MondayFriday schedule.
• Professional growth and career development opportunities.
• Collaborative and dynamic work environment.

Schedule

Monday to Friday HOOP: 6:00 a.m. - 6:00 p.m. (8 hr/day)

Location

Dr. Roberto J. Cantú 2777, Ampliación Comercial Doctores, 64710 Monterrey, N.L.

Requerimientos

Educación mínima: Educación media superior - Bachillerato Tecnológico

1 año de experiencia

Palabras clave: operaciones, residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, callcenter, teleoperador, telefonista, telephonist, telefonico