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, thirdparty administrators, and selfinsured employers to simplify the claims process and improve outcomes for injured workers.
Headquartered in Jacksonville, Florida, One Call delivers endtoend solutions through an integrated, technologyenabled platform that connects injured workers with highquality 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.
MondayFriday schedule.
Professional growth and career development opportunities.
Collaborative and dynamic work environment.
Location: Monterrey, N.L. (Col. Doctores)