Call Center Supervisor (Bilingual English/Spanish)

Panama Outsource Solutions is a growing nearshore outsourcing company that helps U.S. businesses succeed through exceptional customer service and business support. We provide both traditional call center services and a wide range of specialized back-office solutions for clients across multiple industries.

We're committed to creating a workplace where people enjoy coming to work. We offer a supportive team environment, approachable leadership, opportunities for career development, and a healthy work-life balance. We believe that when our employees thrive, our clients do too.

Join a company where your work makes an impact; your ideas are valued, and every day brings new opportunities to learn and succeed.

Join Our Team!

Are you an experienced Call Center Supervisor with a passion for coaching teams, driving performance, and delivering exceptional customer service? We are looking for a Bilingual Call Center Supervisor to lead our Dental Hygiene Appointment Specialist team and help ensure patients receive the preventive dental care they need.

If you are a natural leader who enjoys motivating people, analyzing performance metrics, and creating a positive work environment, we'd love to hear from you!

Key Responsibilities

- Supervise, coach, and motivate a team of Dental Hygiene Appointment Specialists.

- Monitor daily team performance, productivity, quality, and attendance.

- Conduct regular coaching sessions and provide constructive performance feedback.

- Support the team in handling complex patient interactions and scheduling challenges.

- Ensure team members consistently meet KPIs, quality standards, and productivity goals.

- Monitor call quality and provide ongoing training to improve customer experience.

- Prepare performance reports and communicate results to management.

- Coordinate schedules to ensure appropriate staffing coverage.

- Foster a positive, collaborative, and high-performance work environment.

- Identify opportunities for process improvements and implement best practices.

- Assist with onboarding and training of new team members.


Requisitos:
- Minimum 2 years of experience as a Call Center Supervisor, Team Leader, or similar leadership role.

- Previous experience supervising outbound call center teams is highly preferred.

- Experience in healthcare, dental, medical scheduling, or appointment setting is an advantage.

- Excellent English communication skills (spoken and written).

- Strong leadership, coaching, and conflict resolution skills.

- Experience managing KPIs, productivity metrics, quality assurance, and attendance.

- Excellent organizational and time management skills.

- Ability to multitask and make sound decisions in a fast-paced environment.

- Strong computer skills and familiarity with CRM systems.

- Positive attitude, professionalism, and passion for developing people.


Beneficios - Salary: USD $1,100 ? $1,400 per month (based on experience).

- Retention Bonus:

- $250 after 6 months
- $400 after 1 year
- Employee Referral Bonus Program.

- Free private Health and Life Insurance through Palig after 3 months.

- Stable full-time employment.

- Supportive team environment with opportunities for professional growth and career development.

- Flexible scheduling based on business and operational needs.

- Monday to Friday/Two Saturdays per month