Relationship Supervisor: Customer Service Operations – Medical Exam Scheduling

Description

Job Summary: We are seeking an Operations Supervisor to manage a team, monitor key performance indicators, and ensure excellence in inbound customer service operations for ophthalmological healthcare. Key Highlights: 1. Leadership and team development for customer service 2. Management of performance indicators and operational goals 3. Focus on excellence in patient experience Join Brazil's #1 Tech BPO! We are You — a human-centered technology company that, since 2013, has combined innovation, process intelligence, and care for people to transform our clients’ journeys into memorable, sustainable experiences. We believe that when technology meets purpose, we create solutions that truly delight, inspire, and deliver results. We are looking for an **Operations Supervisor** to join our inbound customer service operation for an ophthalmological healthcare network offering consultations, exams, and surgeries. ### **In this role, your main responsibilities will include:** * Supervising, guiding, and developing the Relationship Consultant team (voice and chat support); * Overseeing daily operations to ensure quality, productivity, and goal achievement; * Monitoring performance indicators (Average Speed of Answer, Average Handling Time, Service Level, Conversion Rate, Absenteeism, Quality, etc.); * Conducting individual and group feedback sessions, implementing action plans when necessary; * Ensuring proper scheduling workflows (consultations and exams), including health insurance verification, location, specialty, and exam preparation; * Reducing friction in the patient journey while ensuring excellence in customer experience; * Managing work schedules, breaks, time off, vacations, and operational coverage; * Identifying training needs and supporting team development; * Ensuring compliance with internal processes, policies, and best practices in customer service. ### **Our Requirements:** * Must be at least 18 years old; * Completed high school education (college degree preferred or in progress); * Prior experience as a Supervisor in Call Center / Contact Center operations; * Experience managing performance indicators and operational goals; * Easy access to the Asa Sul region (DF); * Proficiency with systems and multi-screen environments; * If previously employed by Kainos or You BPO Tech, a minimum 6-month gap is required before rejoining. ### **Preferred Qualifications:** * Previous experience in healthcare operations or appointment scheduling; * Experience with multiskill support (voice and chat); * Experience in customer service (SAC) operations; * Familiarity with monitoring tools and performance management systems. ### **About this position:** **Position:** Operations Supervisor **Employment Type:** CLT (Consolidated Labor Laws) **Salary:** BRL 2,466.50 + Benefits **Work Schedule:** 6 days on / 1 day off, with fixed Sundays off **Weekly Hours:** 44 hours **Available Shifts:** * Morning shift: starting at 7:00 AM * Afternoon shift: starting at 12:00 PM * Saturdays: 8:00 AM – 2:20 PM **Work Location:** SGAS II St. de Grandes Áreas Sul 607 – Asa Sul, Brasília – DF **Work Mode:** 100% on-site Minimum Education: Bachelor’s Degree * Family Allowance * Total Pass * Career Development Plan starting from Month 6 * Development Plan * Amil Health Insurance * Amil Dental Insurance * Alelo Meal or Food Voucher * University Partnership Program * Day Off * Transportation Allowance * Childcare Assistance * You Points * Direct Hiring Opportunity with Client * Collaborative Showcase