Call Center Supervisor at Virtual Podiatry Partners | Torre
Call Center Supervisor
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Virtual Podiatry Partners

Call Center Supervisor

Virtual Podiatry Partners
Posted by
Paula Upegui
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You'll strategically lead a team to operational excellence, empowering healthcare providers through vital support.
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Full-time

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Posted about 1 month ago

Requirements and responsibilities

As a Call Center Supervisor, your mission is to be the strategic leader and the operational heartbeat of our service delivery. This is a dynamic leadership role where you will guide a team of agents to excellence, ensuring that every interaction meets the high standards of quality and efficiency our clients expect. You are not just a manager; you are the mentor and problem-solver who ensures our operations run smoothly while fostering a professional and motivated environment. Our Commitment to You: - We are building a long-term community, not just a team. - While we operate under a service agreement model (Contractor), we focus on stability and professional growth. - We offer a competitive monthly fee and the benefit of paid time off (PTO) after your initial 90 days. - Our goal is to create a career path with you, offering a reliable, long-term relationship where you can grow within the industry. - Unlike traditional BPOs, our schedules are stable and not rotative; once your shift is defined within U.S. business hours, it remains consistent. What Your Day-to-Day Will Look Like: - Lead and Inspire: Supervise daily activities, maintaining team motivation and a positive, high-performance work environment. - Performance Management: Monitor KPIs (AHT, CSAT, QA, Productivity) and attendance to ensure all operational goals are met. - Coaching and Growth: Provide direct feedback, coaching, and performance improvement plans to help your team reach their full potential. - Operational Oversight: Manage queues and schedules in real-time, handling escalated calls or complex situations with professional judgment. - Reporting and Analysis: Prepare performance reports and identify opportunities for process improvements to enhance service quality. - Collaboration: Coordinate with training and operations teams to support the onboarding of new talent and ensure compliance with company policies. Work Conditions and Profile: - This is a full-time role (40 hours per week), Monday through Friday with availability for some Saturdays, aligned with the U.S. business calendar. - You must have an advanced English level (C1) and a stable, private workspace with high-speed internet. - We require a minimum of 2–3 years of experience in call center environments, with at least 1 year in a supervisory or team lead role. - Experience managing remote teams and a strong command of CRM tools, Excel/Google Sheets, and performance metrics is essential. - While we welcome talent from across Colombia, please note that for candidates based in Medellín, there is a possibility of transitioning to an on-site or hybrid model at our local headquarters in the future.
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