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