Call Center Supervisor

Description

Job Summary: Supervise, guide, and develop the customer service team, ensuring a humane service flow and high service quality, as well as preparing work schedules and action plans. Key Highlights: 1. Experience in call center and people management, preferably in the healthcare sector. 2. Leadership, planning, organization, and clear communication. 3. Medical and dental assistance, childcare allowance, meal voucher, and transportation allowance. **Description and Responsibilities:** **Schedule:** Business hours **Level:** Professional **Employment Type:** Permanent – CLT Supervise, guide, and develop the customer service team; Prepare work schedules, vacation schedules, and coverage for absences; Conduct periodic feedback sessions and performance evaluations; Identify training needs; Foster a collaborative and respectful environment; Ensure smooth service delivery — monitor call queues and WhatsApp messages; Monitor individual and collective productivity; Ensure proper use of institutional systems; Support the team in resolving complex requests; Evaluate service quality; Ensure courteous, humane, and solution-oriented communication; Monitor Performance/Quality indicators; Submit monthly summary of key indicators; Submit weekly summary of unit consultations (weekly appointment volume); Develop/review departmental SOPs; Develop action plans upon identification of non-conformities; Interact with other departments: Reception, Nursing, Patient Navigators, Sales, Pharmacy) **Requirements:** Previous experience in call center; experience in healthcare sector preferred; experience in people management; Knowledge: Microsoft Office Suite, call center metrics, customer service, customer service tools; Technical competencies: Leadership, planning, organization, clear communication, conflict resolution, metrics management, emotional intelligence, empathy, professional demeanor, patient focus, teamwork, supporting management in activities necessary for the department’s smooth operation. Patient Navigation: Due to the nature of our work, specifically accompanying patients undergoing treatment to ensure all service stages occur within scheduled timeframes. **Benefits:** Medical assistance, Dental assistance, Childcare allowance, Meal voucher, Transportation voucher