About the RoleWe are seeking an experienced Bilingual Call Center Supervisor to lead and support a team of customer service and sales representatives in a fast-paced healthcare environment. This role is responsible for overseeing daily call center operations, ensuring exceptional patient service, driving team performance, and maintaining operational excellence.The idóneo candidate is a strong leader with proven experience managing call center teams, analyzing performance metrics, handling payroll and reporting, and coaching employees to achieve company goals. Fluency in both English and Spanish is required.Key Responsibilities
- Supervise the daily operations of the call center, including inbound and outbound patient support and outbound sales and lead follow-up.
- Lead, coach, and mentor a team of customer service and sales representatives to achieve performance goals.
- Monitor key performance indicators (KPIs), including productivity, quality assurance, attendance, customer satisfaction, and sales conversion.
- Conduct regular call monitoring, coaching sessions,



and performance evaluations.
- Prepare and maintain daily, weekly, and monthly operational reports for leadership.
- Manage employee payroll, attendance records, timekeeping, and scheduling.
- Ensure adequate staffing levels and coordinate schedules to meet business needs.
- Handle escalated customer and patient concerns professionally and efficiently.
- Identify opportunities to improve workflows, processes, and team performance.
- Assist with recruiting, onboarding, and training new team members.
- Ensure compliance with company policies, procedures, and performance standards.

Qualifications
- Fluent in both English and Spanish (required).
- Minimum of 3 years of leadership or supervisory experience in a call center, customer service, or sales environment.
- Experience managing inbound and outbound call center teams.
- Experience processing payroll, managing employee attendance, and preparing operationa

📌 Experienced Call Center Supervisor (Colombia)
🏢 iSmile Orthodontics
📍 Colombia