Líder de Operaciones de Call Center

MCS Health; San Juan (PR); On-site; USD 42,000 - 64,000; Full time

Job summary

MCS Healthcare Holdings, LLC is seeking a Call Center Supervisor to oversee operations, ensure CMS compliance, and drive performance across the Call Center team in Puerto Rico. The role requires monitoring of service levels, staff scheduling, and handling escalated cases with cross‑department collaboration.

The ideal candidate has a Bachelor’s or an Associate’s degree with relevant experience in health insurance call center environments, and strong leadership and communication skills in English

Qualifications

• Bachelor’s degree in Business Administration or related field.
• At least 1 year of experience in customer service or call center roles.
• At least 1 year of experience supervising staff.
• Proven experience may be replaced by previously established requirements.
• Certifications/licenses not required.
• Keyboard and telephone etiquette knowledge.

Responsibilities

• Oversee operations and performance of the Call Center team to meet service standards.
• Monitor regulatory compliance with CMS, OIC, and other applicable requirements.
• Investigate CTM, grievances, and escalated cases and provide timely responses.
• Monitor calls from beneficiaries, insured individuals, and providers for compliance and improvement.
• Generate and analyze performance and quality reports for Call Center metrics.
• Ensure staffing and scheduling align with SLAs and workload.
• Train, supervise, evaluate, and coach staff to meet targets and policies.
• Comply with all company policies and relevant laws and regulations.

Skills

Spanish (Interm)

English (Interm)

Customer service

Supervisory skills

Education

Bachelor’s degree in Business Administration or related field

Associate’s degree / 60-64 credits + 3+ years experience

Job description

MCS Healthcare Holdings, LLC is seeking a Call Center Supervisor to oversee operations, ensure CMS compliance, and drive performance across the Call Center team in Puerto Rico. The role requires monitoring of service levels, staff scheduling, and handling escalated cases with cross‑department collaboration.

The ideal candidate has a Bachelor’s or an Associate’s degree with relevant experience in health insurance call center environments, and strong leadership and communication skills in English