BPO Operations Supervisor

Description

Job Summary: Manage healthcare customer service operations, lead a team serving oncology patients, and ensure quality and improvement of performance indicators. Key Highlights: 1. Team leadership in oncology patient care 2. Operational indicator and service quality management 3. Support and guidance to the team in sensitive situations Join Brazil's first BPO Tech company! 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. In this role, your responsibilities will include: * Managing healthcare-focused customer service operations, ensuring monitoring and improvement of performance indicators; * Leading a team responsible for voice-based oncology patient support—and, in the future, chat-based support; * Real-time monitoring of key metrics such as AHT, AWT, Service Level, and Quality; * Monitoring schedules, breaks, ABS, and operational adherence; * Conducting online quality monitoring and evaluating service quality; * Supporting and guiding the team in sensitive situations and critical interactions; * Tracking appointments for consultations, exams, and procedures related to oncology treatment; * Managing operational spreadsheets and follow-up reports; * Delivering structured feedback and tracking individual performance; * Participating in internal calibrations and client alignment meetings; * Leading operational meetings and presenting results; * Ensuring compliance with operational standards and internal policies. Our Requirements: * Minimum age of 18; * Completed high school (a college degree is preferred); * Easy access to the Caminho das Árvores region (BA); * Prior experience as an Operations Supervisor in a call center; * Experience managing operational indicators; * Analytical, organized profile with a results-oriented mindset; * Strong communication skills, empathy, and people management abilities; * Ability to operate in sensitive, high-responsibility environments. Preferred Qualifications: * Experience in healthcare operations; * Experience in critical customer service or empathetic service delivery; * Knowledge of multichannel team management (voice/chat); * Experience in quality monitoring, quality assurance, and action plans; * Dynamic, proactive profile with a strong sense of urgency. About the Position: Position: Operations Supervisor Salary: R$ 2.562,69 + R$300.00 bonus + benefits Schedule: 6 days on / 1 day off (44 hours per week) Working Hours: 10:34 AM–7:10 PM, and Saturdays 6:50 AM–1:10 PM Work Location: Av. Tancredo Neves, 1186 – Caminho das Árvores Work Mode: 100% in-person If you believe in the power of technology and the positive impact of human connections, join You—where we put YOU at the center of everything we do. Minimum Education: Bachelor’s Degree * Daycare Assistance * Amil Dental Plan * Development Plan * Opportunity for Permanent Employment * Transportation Allowance * Total Pass * Amil Health Insurance * You Points * Alelo Meal or Food Voucher * Family Salary * Day Off * University Partnership Program