**ACTIVITIES – CALL CENTER SUPERVISOR (IMAGING CLINIC AND LABORATORY)1\. Team management** * Supervise call center attendants (outbound, inbound and WhatsApp). * Distribute tasks, goals and team schedules. * Monitor individual and collective performance. * Conduct feedback sessions, guidance and continuous improvement actions. * Support integration and training of new employees. **2\. Operational service management** * Ensure that services follow clinic protocols and standards. * Monitor calls and messages to assess quality. * Resolve complex situations escalated by the team. * Ensure compliance with SLA (waiting time, response time, abandonment rate, etc.). **3\. Management of appointments and internal workflows** * Supervise scheduling of imaging and laboratory tests. * Validate slots, critical times and rules for each health plan. * Adjust schedule according to technical capacity and unit availability. * Integrate workflow with reception, radiology, laboratory and billing. **4\. Indicators and reports (ADVANCED EXCEL)** * Develop spreadsheets, dashboards and management reports. * Create productivity analyses: * AHT (average handling time) * AWT (average waiting time) * Abandonment rate * Service level * Team occupancy * Generate demand reports by unit, test type and health plan. * Perform capacity vs. appointment volume analysis. * Present results to coordination and management. **5\. Process improvement** * Identify bottlenecks in service and propose improvements. * Standardize scripts and operational flows. * Support implementation of new systems, integrations and automations. * Review service and scheduling protocols. **6\. Patient relationship** * Handle complex complaints and specific cases. * Engage in retention actions and patient experience initiatives. * Implement strategies to improve NPS and overall satisfaction. **7\. Compliance and organization** * Ensure information confidentiality in accordance with LGPD. * Monitor compliance with internal rules and clinic procedures. * Maintain organized records and documents. Job type: Full-time CLT Salary: R$1\.700,00 \- R$2\.200,00 per month Benefits: * Dental care * Meal allowance * Transportation allowance Experience: * Knowledge in medical area, exams, consultations (Mandatory)