Contact Center Supervisor

We are looking for a bilingual Contact Center Supervisor to lead and support teams within our BPO operations. This role is responsible for driving team performance , ensuring KPI compliance , delivering excellent customer experience, and promoting a positive and productive work environment.

The ideal candidate will have strong operational knowledge , leadership skills , and the ability to coach and develop agents to achieve business goals. Experience in healthcare customer service environments will be considered a strong plus.

Key Responsibilities:

• Supervise daily operations and team performance within the assigned account
• Monitor KPIs such as productivity, attendance, quality, AHT, CSAT, and adherence
• Provide coaching, feedback, and performance improvement plans to agents
• Conduct team meetings and performance reviews
• Handle escala...