Operational Supervisor

Lead the team that keeps a U.
S. clinic's patients heard, scheduled, and cared for. You'll lead a frontline team handling inbound calls for a U.
S. medical practice, scheduling, prescriptions, registration, and everything in between. You'll coach agents on real calls, watch the numbers that matter, and step in when a call needs a supervisor. Some days are about keeping the floor running smoothly. Some days are about the one patient call that needed you directly. Both matter.

What You'll Do
Lead a team of frontline agents against clear service and quality targets Run shift briefings, coach on real calls, and hold one-to-ones that agents find useful Watch the numbers that matter service level, quality, adherence, patient outcomes and act before they slip. Adjust staffing and task allocation in real time as call volume moves Support agents through difficult calls and take escalations properly Keep documentation straight on attendance, adherence, and incidents Work with Quality, Training, and Workforce to support team development Apply policy fairly and consistently, and keep confidences Contribute to calibration sessions and to fixing processes that don't work yet Requirements What You Need: English at CEFR C1 you will coach agents on their English and represent the team to the client 2 years or more in a contact center, including 1 year or more leading a team Evidence that you have improved a team's performance, not just reported it Comfortable with the operational basics: service level, AHT, quality scoring, adherence Able to give difficult feedback clearly and kindly Flexibility to work evenings, weekends, and holidays as needed Nice to Have: Healthcare, insurance, or U.
S.-client account experience Experience coaching agents whose second language is English Experience growing or launching a new team or account​ Benefits

What We Offer
A growth/performance bonus on top of your base pay, tied to team quality and performance Ongoing coaching and a clear path to grow within Dash BPO​