• Retener clientes de Claro que desean bajar su plan, cambiarse de operador o pasar a prepago, ofreciendo promociones, servicios fijos y portabilidad • Capacitación 100% virtual y pagada • Horario fijo: Rango MEDIODÍA A 10:00PM (12:00 a 9:00PM / 1:00PM a 10:00PM) • Turnos rotativos con 1 día de descanso rotativo entre L-D

Role Description The Call Center Supervisor is responsible for leading, coaching, and supporting a team of Call Center Specialists and Senior Call Center Specialists within a fully remote, high-volume call center environment. This role ensures the delivery of high-quality patient service while meeting productivity, quality, compliance, and turnaround time expectations. The Supervisor plays a critical role in real-time operations, handling escalated patient issues, monitoring team performance, providing ongoing feedback and development, and partnering with leadership to drive continuous improvement. Success in this role requires strong leadership skills, sound judgment, and the ability to balance team support with operational accountability. Essential Duties and Responsibilities: - Directly supervise and support a team of Call Center Specialists and Senior Call Center Specialists, providing day-to-day guidance, coaching, and performance oversight. - Monitor queue activity, staffing coverage, and workloads to ensure service levels, response times, and productivity targets are met. - Handle or oversee escalated patient calls, including complex or sensitive billing issues requiring advanced customer service and problem resolution. - Serve as a point of escalation for team members, assisting with complex account research, policy interpretation, and decision-making. - Conduct regular call monitoring, quality reviews, and documentation audits; provide timely, constructive feedback and coaching. - Support onboarding and training of new hires, including reinforcement of workflows, systems, compliance standards, and customer service expectations. - Track individual and team performance metrics, including call volumes, quality scores, adherence, and turnaround times. - Partner with Call Center leadership to address performance gaps, implement corrective action plans, and recognize high performance. - Ensure consistent adherence to HIPAA regulations, company policies, client-specific requirements, and compliance standards. - Communicate updates, process changes, and client requirements clearly and consistently to the team. - Identify trends, recurring issues, or process inefficiencies and escalate recommendations for improvement. - Foster a positive, collaborative team culture that supports engagement, accountability, and continuous improvement. - Assist with scheduling, attendance tracking, and coverage planning in a remote environment. - Maintain accurate documentation related to coaching, performance discussions, and employee development. - Additional supervisory or operational duties as assigned. Qualifications - High School Diploma or Equivalent required; Associate’s or Bachelor’s degree preferred. - Minimum 5+ years of call center or customer service experience, preferably in healthcare or billing environments. - 2+ years of experience in a leadership, lead, or supervisory role strongly preferred. - Prior experience managing escalations and coaching team members. - Prior experience handling escalated or complex customer interactions strongly preferred. - Bilingual (English/Spanish) preferred. - Strong understanding of call center operations, performance metrics, and quality standards. - Healthcare billing and insurance knowledge strongly preferred. - Proficiency in Microsoft Office applications (Outlook, Word, Excel) and call center systems. - Ability to analyze performance data and translate insights into coaching and action plans. - Excellent communication and interpersonal skills, with the ability to lead difficult conversations professionally and constructively. - Proven ability to remain calm and decisive in high-pressure, fast-paced environments. - Strong problem-solving and conflict-resolution skills. - Highly organized with the ability to manage multiple priorities and deadlines. - Reliable, punctual, and dependable with strong accountability. - Ability to lead and support a remote team while maintaining engagement and performance standards. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.

• Administer survey questionnaires by phone • Conduct interviews with individuals and businesses • Accurately record responses in the systems used • Ensure the quality and reliability of collected information • Follow the scripts and procedures defined for each survey • Contribute to meeting project targets and deadlines

Role Description The Call Center Specialist - IC is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment. - Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor. - Schedule patient appointments accurately using the organization's electronic medical record (EMR) system. - Respond to patient inquiries regarding services, appointment availability, billing, and other general information. - Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines. - Verify and update patient demographic and insurance information during calls. - Educate patients on healthcare services, office policies, and available resources. - Document all patient interactions and maintain accurate call records in the appropriate systems. - Document patient complaints and escalate complex issues to the appropriate department or supervisor. - Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience. - Follow HIPAA regulations to maintain patient confidentiality and data security. - Achieve performance goals, including call quality, response time, and customer satisfaction metrics. - Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution. - Adhere to company and department policies and procedures. - Adheres to all applicable compliance requirements and the Code of Conduct. Qualifications - Education: Associate degree preferred, or equivalent relevant call center years of experience preferred. - Experience: One to two (1-2) years of experience in customer service, quality, and/or auditing. - Language: Must be bilingual in English and one of the following languages: Spanish, Russian, Chinese, Bengali, Korean, Albanian, or a similar language. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Requirements - The consultant is required to provide valid government-issued identification as proof of age to verify that they are at least 18 years of age. - Able to pass a typing test with at least 40 WPM. - Consultant acknowledges that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption. - Maintain and utilize the necessary equipment, including but not limited to a computer, monitor, headset, and any other tools required to perform the agreed-upon services. - Ensure access to a reliable and high-speed Wi-Fi connection suitable for conducting business operations efficiently. - Successfully complete all mandatory training programs as required by the Organization. Benefits - After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses. - This reimbursement is not provided upfront and eligibility is subject to company policy, documentation, and approval. - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation. - Reimbursement availability may change based on business or policy needs. Physical Requirements - Standing – Duration of up to 6 hours a day. - Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions. - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation with accuracy. - Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Salary Range (Min-Max) - $4.81 - $7.21 USD per hour - ৳584.59 - ৳876.28 BDT per hour - These rates are subject to change based on the current USD to BDT conversion rate.