Operations SupervisorAbout One CallOne Call is a leading healthcare solutions provider specializing in the coordination of care for injured workers within the Workers' Compensation industry. With more than 30 years of experience, One Call partners with insurance carriers, third-party administrators (TPAs), and self-insured employers to simplify the claims process and improve outcomes for injured workers.Headquartered in Jacksonville, Florida, One Call delivers end-to-end healthcare coordination through an innovative, technology-enabled platform and a nationwide network of providers. Our mission is to ensure injured workers receive timely, high-quality care while delivering exceptional service to our clients and partners.Position SummaryThe Operations Supervisor is responsible for leading a team of Customer Service Agents (Care Coordinators) in a fast-paced contact center environment. This role focuses on driving operational excellence by coaching team members, monitoring performance, ensuring service quality,



and achieving departmental KPIs.The idóneo candidate is an experienced people leader with strong analytical skills, excellent communication abilities, and a passion for developing high-performing teams while delivering outstanding customer experiences.Key ResponsibilitiesLead, motivate, and develop a team of Customer Service Agents (Care Coordinators).Monitor daily operations to ensure productivity, quality, attendance, and service level goals are achieved.Conduct regular coaching sessions, performance reviews, and action plans to support employee development.Analyze operational metrics and identify opportunities for process improvements.Handle customer, client, and operational escalations in a professional and timely manner.Ensure compliance with company policies, procedures, and quality standards.Partner with Operations Managers and support departments to achieve business objectives.Monitor schedule adherence and workforce performance to maximize operational e

📌 Operations Supervisor (Monterrey)
🏢 CXCENTRODECONTACTO
📍 Monterrey