Call Center Supervisor
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*Join our team as a Call Center Supervisor*
As a Call Center Supervisor, you will primarily provide oversight to Customer Service Representatives. The Supervisor is responsible for implementing training and development programs, quality indicators, and performance evaluations for all staff under their supervision.
*Key Responsibilities:*
* Supervise and coordinate Call Center operations.
* Ensure compliance with protocols, procedures, and performance metrics.
* Maintain quality standards and excellence in customer service.
* Monitor calls, identifying coaching opportunities and training needs.
* Handle escalated calls and guide the team in proper resolution.
* Analyze metrics and implement quality and efficiency improvement plans.
* Prepare performance reports and presentations.
* Administer personnel functions (schedules, vacations, leave).
* Conduct performance evaluations and 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 work environment.
* Ensure confidentiality and compliance with all applicable state and federal regulations governing Health Call Centers, including HIPAA and internal policies for handling confidential information.
* Immediately notify a supervisor of any exposure of Protected Health Information (PHI).
* Complete core and functional training, and adhere to procedures established by regulatory agencies, contractual requirements, and applicable certification standards (including, but not limited to, URAC).
*Requirements:*
* Minimum of one (1) year of supervisory or leadership experience, or three (3) to four (4) years of customer service experience.
* Minimum of two (2) years of college education or bachelor's degree preferred; high school diploma required.
* Strong customer service orientation and interpersonal skills.
* Proficiency with computer-based customer service platforms and excellent Microsoft Office skills.
* Fully bilingual (English and Spanish), verbal and written.
* Flexible availability to support rotating shifts, including weekends and holidays.
*Benefits of joining our Healthcare Service team:*
* Health, dental, and life insurance.
* Retirement plan (401K)
* Paid leave benefits.
* Ongoing training in service, regulatory, and healthcare topics.
* Professional growth and development opportunities.
*Position Type:* Full-time / Regular Contract
*Work Location:* On-site in Guaynabo or Mayagüez, PR
*EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER (EEOC)*
Pay: $* per hour
Expected hours: 40.0 per week
Benefits:
* 401(k)
* Health insurance
* Paid time off
* Retirement plan
Work Location: In person
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