Operations Leader — Care Coordination Team

CXCENTRODECONTACTO; Claussville (PA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive base salary

Law benefits

Food vouchers

Weekday schedule

Career development

Collaborative environment

Job summary

One Call is seeking an Operations Supervisor to lead a team of Customer Service Agents (Care Coordinators) in a fast-paced contact center environment. The role focuses on coaching, performance management, and achieving KPIs while delivering outstanding customer experiences.

The ideal candidate has 3+ years in a BPO or contact center, strong English communication, and a track record of developing high-performing teams in a customer-service setting. On-site role with growth opportunities.

Qualifications

• Minimum of 3 years in a BPO or contact center environment.
• Experience leading Senior Agents, Team Leads, Supervisors, or similar roles.
• Advanced English communication (written and verbal).
• Proficient in KPI management, productivity and quality metrics.
• Strong analytical and problem-solving abilities.

Responsibilities

• Lead and develop a team of Customer Service Agents (Care Coordinators).
• Monitor productivity, quality, attendance, and service levels.
• Conduct coaching sessions and performance reviews.
• Analyze operational metrics and drive process improvements.
• Handle escalations professionally and timely.
• Ensure policy and quality standards compliance.
• Prepare performance reports and leadership communications.
• Support onboarding and ongoing development initiatives.

Skills

Leadership

Coaching

KPI analysis

Data-driven decisions

Communication

Time management

Problem solving

CRM systems

Microsoft Office

Reporting tools

Education

Bachelor's degree or equivalent

Tools

CRM systems

Microsoft Office

Reporting tools

Job description

One Call is seeking an Operations Supervisor to lead a team of Customer Service Agents (Care Coordinators) in a fast-paced contact center environment. The role focuses on coaching, performance management, and achieving KPIs while delivering outstanding customer experiences.

The ideal candidate has 3+ years in a BPO or contact center, strong English communication, and a track record of developing high-performing teams in a customer-service setting. On-site role with growth opportunities.