Relationship Supervisor: Customer Service Operations – Appointment Scheduling for Examinations

Description

Job Summary: The Operations Supervisor will manage and develop inbound customer service teams, ensuring service quality and goal achievement within an ophthalmological healthcare network. Key Highlights: 1. Supervise and develop the relationship consultant team 2. Monitor performance indicators and ensure operational quality 3. Reduce friction and ensure excellence in customer 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 seeking an **Operations Supervisor** to join our inbound customer service operations for an ophthalmological healthcare network, responsible for consultations, examinations, and surgeries. ### **In this role, your main responsibilities will include:** * Supervise, guide, and develop the relationship consultant team (voice and chat support); * Oversee daily operations to ensure quality, productivity, and goal attainment; * Monitor performance indicators (ASA, AHT, Service Level, Conversion Rate, Absenteeism, Quality, etc.); * Deliver individual and group feedback, implementing action plans when necessary; * Ensure proper appointment scheduling flow (consultations and examinations), including health insurance verification, location, specialty, and examination preparation; * Reduce friction in the patient journey and ensure excellence in customer experience; * Manage work schedules, breaks, days off, vacations, and operational coverage; * Identify training needs and support team development; * Ensure adherence to processes, internal policies, and best practices in customer service. ### **Our Requirements:** * Must be at least 18 years old; * Completed high school (college education in progress or completed is preferred); * Prior experience as a Supervisor in Call Center / Contact Center operations; * Experience managing operational KPIs and targets; * 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 the company. ### **Nice-to-Have 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 This Role:** **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 07:00 AM * Afternoon shift: starting at 12:00 PM * Saturdays: 08:00 AM – 02:20 PM **Work Location:** SGAS II St. de Grandes Áreas Sul 607 – Asa Sul, Brasília – DF **Work Mode:** Fully on-site Minimum Education: Bachelor’s Degree * Family Allowance * Total Pass * Career Development Plan starting from the 6th month * Development Plan * Amil Health Insurance * Amil Dental Insurance * Alelo Meal or Food Voucher * University Partnership Program * Day Off * Transportation Voucher * Childcare Assistance * You Points * Direct Hiring Opportunity with Client * Collaborative Showcase