Supervisor

Telemedik

9d • Onsite

About The Position

Are you a natural leader with a passion for coaching and operational excellence? We are seeking a Call Center Supervisor to oversee and guide Customer Service Representatives, ensuring top-tier service, quality, and team performance. In this role, you will implement training programs, monitor key performance indicators, and lead your team to achieve operational goals while fostering a positive and motivating work environment.

Additionally, there are
opportunities for development to support services for clients in the United States, allowing you to expand your professional experience in a dynamic and international environment.

Requirements

• Minimum 1 year of supervisory or leadership experience, or 3–4 years of customer service experience.
• Minimum 2 years of college education or a bachelor’s degree preferred; high school diploma required.
• Strong customer service orientation and interpersonal skills.
• Proficiency in computer-based customer service platforms and Microsoft Office.
• Excellent verbal, written, and reading communication skills.
• Bilingual (Spanish and English) required, especially for opportunities supporting services in the United States.
• Flexible availability to support rotating shifts, including weekends and holidays.

Responsibilities

• Supervise and coordinate day-to-day Call Center operations.
• Ensure adherence to protocols, procedures, and performance metrics.
• Maintain quality standards and excellence in customer service.
• Monitor calls to identify coaching opportunities and training needs.
• Handle escalated calls and guide the team to proper resolution.
• Analyze performance metrics and implement improvement plans for quality and efficiency.
• Prepare performance reports and presentations for management.
• Administer personnel functions including scheduling, vacations, and leave.
• Conduct performance evaluations and manage disciplinary processes.
• Identify and develop talent for additional responsibilities.
• Participate in interviews and hiring decisions.
• Lead, guide, and motivate the team while fostering a positive and collaborative work environment.
• Ensure confidentiality and compliance with all federal and state regulations for Health Call Centers, including HIPAA, and internal policies regarding Protected Health Information (PHI).
• Immediately report any exposure to PHI to a supervisor.
• Complete core and functional training, adhering to procedures established by regulatory agencies, contractual requirements, and certification standards (including URAC).

Benefits

• Comprehensive health, dental, and life insurance
• Retirement plan
• Paid leave benefits
• Ongoing training in service excellence, regulatory compliance, and healthcare topics
• Career growth and professional development opportunities
• Opportunity to positively impact the health and well-being of the community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees