Operations Supervisor

CXCENTRODECONTACTO; Claussville (PA); Presencial; USD 65.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Law benefits

Food vouchers

Weekday schedule

Career development

Collaborative environment

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Coaching

KPI analysis

Data-driven decisions

Communication

Time management

Problem solving

CRM systems

Microsoft Office

Reporting tools

Educación

Bachelor's degree or equivalent

Herramientas

CRM systems

Microsoft Office

Reporting tools

Descripción del empleo

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.
• Bachelor's 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.
• Monday–Friday schedule.
• Professional growth and career development opportunities.
• Collaborative and dynamic work environment.

Schedule

• Monday to Friday
• 9:00 am to 6:00 pm

Location

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

Join One Call and lead a high-performing team dedicated to delivering exceptional customer experiences while helping injured workers access the healthcare services they need.