Operations Supervisor

About One Call
One 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, thirdparty administrators TPAs, and selfinsured employers to simplify the claims process and improve outcomes for injured workers.
Headquartered in Jacksonville, Florida, One Call delivers endtoend healthcare coordination through an innovative, technologyenabled platform and a nationwide network of providers. Our mission is to ensure injured workers receive timely, highquality care while delivering exceptional service to our clients and partners.
Position Summary
The Operations Supervisor is responsible for leading a team of Customer Service Agents Care Coordinators in a fastpaced contact center environment. This role focuses on driving operational excellence by coaching team members, monitoring performance, ensuring service quality, and achieving departmental KPIs.
The ideal candidate is an experienced people leader with strong analytical skills, excellent communication abilities, and a passion for developing highperforming teams while delivering outstanding customer experiences.
Key Responsibilities
Lead, 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 efficiency.
Prepare and communicate performance reports, trends, and recommendations to leadership.
Foster a positive, collaborative, and resultsdriven work environment.
Support onboarding, training, and continuous development initiatives for new and existing team members.
Qualifications
Required
Minimum of 3 years of experience in a BPO or contact center environment.
Previous leadership experience as a Senior Agent, Team Lead, Supervisor, or similar role.
Advanced English communication skills written and verbal.
Strong leadership, coaching, and team development skills.
Experience managing KPIs, productivity, quality, and service metrics.
Proficiency with CRM systems, Microsoft Office, and reporting tools.
Excellent organizational, analytical, and problemsolving abilities.
Preferred
Experience in healthcare, medical scheduling, workers compensation, insurance, or case coordination environments.
Experience leading customer service or operations teams supporting U.S.based clients.
Bachelors degree or equivalent professional experience.




Skills Competencies
Leadership and people development.
Performance management and coaching.
KPI analysis and datadriven decisionmaking.
Conflict resolution and escalation management.
Excellent communication and interpersonal skills.
Strong organizational and time management abilities.
Adaptability in a fastpaced environment.
Customerfocused mindset with a commitment to operational excellence.
Continuous improvement and process optimization.
Work Environment
Onsite BPO contact center environment.
Fastpaced, performancedriven operation.
Highvolume customer interactions and operational demands.
Crossfunctional collaboration with Operations, Quality, Training, Workforce Management, and Client Services.
Flexibility to support changing business needs and operational priorities.
Benefits
Competitive base salary.
Law benefits.
Food vouchers.
MondayFriday schedule.
Professional growth and career development opportunities.
Collaborative and dynamic work environment.
Schedule
Monday to Friday
900 am to 600 pm
Location
Dr. Roberto J. Cantú 2777, Ampliación Comercial Doctores, 64710 Monterrey, N.L.
Join One Call and lead a highperforming team dedicated to delivering exceptional customer experiences while helping injured workers access the healthcare services they need.
Bolsa de trabajo México ofrecemos puesto de Operations Supervisor para el sector de CallCenter Telemercadeo en la empresa CXCENTRODECONTACTO de Monterrey. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 Operations Supervisor (Monterrey)
🏢 CXCENTRODECONTACTO
📍 Monterrey