CALL CENTER SUPERVISOR

Description

Job Summary: The Check-Up Medicine and Diagnostics Laboratory seeks a Call Center Supervisor to ensure excellence and efficiency in customer service, operational organization, and effective communication. Key Highlights: 1. Lead the customer service team, monitoring performance and productivity. 2. Ensure humane, courteous, and efficient service to customers and patients. 3. Ensure effective communication between the call center and other departments. The Check\-Up Medicine and Diagnostics Laboratory—the third-largest laboratory in the state of Minas Gerais by number of tests processed—with expertise in Clinical Analysis and Imaging Diagnostics, is seeking a **CALL CENTER SUPERVISOR**. **Job Objective:** Supervise Call Center operations to ensure excellence in customer service, process efficiency, operational organization, and compliance with the laboratory’s quality standards, while ensuring effective communication among patients, units, reception, sample collection, and other departments. **Main Responsibilities:** * Supervise the Call Center team, monitoring performance, productivity, and service quality. * Ensure humane, courteous, and efficient service to customers and patients. * Monitor appointment scheduling and requests for laboratory and imaging diagnostic tests. * Monitor response times, service queues, and call center performance indicators. * Guide the team on internal procedures, workflows, and service standards. * Support resolution of customer complaints, incidents, and requests. * Ensure accurate communication regarding test preparation instructions, health insurance plans, authorizations, and deadlines. * Supervise staff scheduling, team organization, and adherence to working hours. * Conduct training sessions and operational alignment meetings with the team. * Monitor customer satisfaction goals and related performance indicators. * Ensure effective communication among the call center, reception, sample collection, laboratory, and imaging departments. * Ensure compliance with internal policies, LGPD (Brazilian General Data Protection Law), and patient information confidentiality. * Prepare operational reports and present departmental results. * Identify opportunities to improve customer service processes. * Schedule and lead team meetings aimed at continuous improvement of work processes. * Ensure effective use of information tools and systems to achieve operational objectives. * Strengthen Check\-Up’s image among customers, the community, and the market. * Foster an organizational climate conducive to company development. **Education:** * Completed or ongoing undergraduate degree in Business Administration, Hospital Management, Managerial Processes, or related fields. **Technical Knowledge:** * Experience in customer service and administrative routines. * Knowledge of laboratory and imaging diagnostic test scheduling is a plus. * Basic/intermediate Microsoft Office suite proficiency. * Familiarity with laboratory management and customer service systems. **Experience:** * Prior experience supervising customer service, reception, or call center teams within the healthcare sector. Employment Type: Full-time CLT / On-site Salary \+ Performance Bonuses and Benefits. Compensation: R$2\.000,00 \- R$2\.700,00 per month Benefits: * Medical assistance * Dental assistance * Commercial partnerships and discounts * Meal allowance * Transportation allowance Work Location: On-site