Job Summary: The Operations Supervisor will manage and develop customer service teams within an ophthalmological healthcare customer service operation, focusing on quality and patient experience. Key Highlights: 1. Supervise and develop the customer service team 2. Focus on excellence in the patient journey 3. Management of performance indicators and operational goals Join Brazil’s first 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. We are seeking an **Operations Supervisor** to work in 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 consultants team (voice and chat support); * Monitoring daily operations to ensure quality, productivity, and goal achievement; * Tracking performance indicators (ASA, AHT, Service Level, Conversion, Absenteeism, Quality, etc.); * Conducting individual and group feedback sessions, implementing action plans when necessary; * Ensuring proper scheduling workflows (consultations and exams), verifying health insurance coverage, location, specialty, and exam preparation requirements; * Reducing friction points across the patient journey, ensuring excellence in customer experience; * Managing work schedules, breaks, days off, vacations, and operational coverage; * Identifying training needs and supporting team development; * Ensuring adherence to processes, internal 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 interval is required before rejoining the company. ### **Preferred Qualifications:** * Prior experience in healthcare operations or appointment scheduling; * Experience with multiskill support (voice and chat); * Experience in customer service (SAC) operations; * Familiarity with monitoring and performance management tools. ### **About the Position:** **Position:** Operations Supervisor **Employment Type:** CLT **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 Modality:** 100% in-person Minimum Education Requirement: 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