Operations Supervisor - Call Center

About us:

One Call is a leading provider of ancillary care coordination and services for the workers’ compensation industry. With more than 30 years of experience, the company partners with insurance carriers, third‑party administrators, 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 solutions through an integrated, technology‑enabled platform that connects injured workers with high‑quality provider networks across the United States.

Position: Operations Supervisor

Key Responsibilities:

• Manage daily operations and team performance against targets
• Coach, mentor, and develop agents through feedback and action plans
• Monitor quality, productivity, and schedule adherence
• Handle customer and client escalations professionally
• Analyze performance data and report insights to leadership

Requirements:

• Minimum 3+ years of experience in a BPO/contact center environment
• Prior experience as a senior agent, lead, or supervisor preferred
• Advanced English proficiency (spoken and written) required
• Strong leadership, communication, and problem-solving skills
• Proficiency with CRM systems, reporting tools, and MS Office

Key Skills & Competencies:

• People leadership and performance coaching
• Data-driven decision-making and KPI management
• Conflict resolution and escalation management
• Time management and multitasking in fast-paced settings
• Adaptability and continuous improvement mindset

Work Environment:

• BPO/contact center setting (on-site)
• Fast-paced and metrics-driven environment
• Requires flexibility with schedules and priorities
• High level of collaboration with operations and support teams
• May involve handling high-volume workloads and escalations

Benefits:

• Competitive base salary.
• Law benefits.
• Food vouchers.
• Monday–Friday schedule.
• Professional growth and career development opportunities.
• Collaborative and dynamic work environment.

Location: Monterrey, N.L. (Col. Doctores)