Operations Supervisor - Call Center

Descripción de la oferta

About us: One Call is a leading provider of ancillary care coordination and services for the workers compensation industry. With more than 30 years of experience, the company partners with insurance carriers, thirdparty administrators, and selfinsured employers to simplify the claims process and improve outcomes for injured workers. Headquartered in Jacksonville, Florida, One Call delivers endtoend solutions through an integrated, technologyenabled platform that connects injured workers with highquality provider networks across the United States. Position: Operations Supervisor Key Responsibilities: Manage daily operations and team performance against targets Coach, mentor, and develop agents through feedback and action plans Monitor quality, productivity, and schedule adherence Handle customer and client escalations professionally Analyze performance data and report insights to leadership Requirements: Minimum 3+ years of experience in a BPO/contact center environment Prior experience as a senior agent, lead, or supervisor preferred Advanced English proficiency (spoken and written) required Strong leadership, communication, and problem-solving skills Proficiency with CRM systems, reporting tools, and MS Office Key Skills & Competencies: People leadership and performance coaching Data-driven decision-making and KPI management Conflict resolution and escalation management Time management and multitasking in fast-paced settings Adaptability and continuous improvement mindset Work Environment: BPO/contact center setting (on-site) Fast-paced and metrics-driven environment Requires flexibility with schedules and priorities High level of collaboration with operations and support teams May involve handling high-volume workloads and escalations Benefits: Competitive base salary. Law benefits. Food vouchers. MondayFriday schedule. Professional growth and career development opportunities. Collaborative and dynamic work environment. Location: Monterrey, N.L. (Col. Doctores)

Requerimientos

• Educación mínima: Educación media superior -Bachillerato General
• 3 años de experiencia
• Idiomas: Inglés

Palabras clave: operaciones, residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, callcenter, teleoperador, telefonista, telephonist, telefonico

Hace 7 días (actualizada)

Acerca de CXCENTRODECONTACTO

One Call is a leading provider of care coordination solutions within the workers’ compensation industry. With more than 40 years of experience, we connect injured workers with high-quality, data-driven care that supports recovery and improves outcomes. Our technology-enabled approach simplifies complex processes, increases transparency, and delivers a better experience for injured workers, clients, and partners across the healthcare ecosystem.