Bilingual Customer Service Supervisor

Functions and Responsibilities

• Supervise and support Patient Coordinators, Customer Service Representatives, and Sales Agents.
• Conduct regular coaching sessions and performance reviews.
• Monitor employee productivity, attendance, punctuality, and adherence to schedules.
• Develop action plans to improve individual and team performance.
• Foster a positive and results-driven work environment.
• Ensure prospective and existing patients receive exceptional customer service.
• Monitor interactions to ensure professionalism, empathy, and accuracy.
• Address escalated patient concerns and complaints promptly.
• Ensure all patient inquiries are resolved within established service-level expectations.
• Manage daily staffing requirements and schedule adherence.
• Monitor queues, response times, and workflow efficiency.
• Ensure proper coverage during peak business hours.
• Coordinate with management regarding staffing, training, and operational concerns.
• Lead by example.
• Demonstrate strong decision-making and accountability.
• Maintain confidentiality and professionalism.
• Create a culture of ownership, urgency, and exceptional patient care.
• Balance operational performance with a compassionate patient experience.
• Requirements:
• Must be Flexible with shift schedule inclusive of weekends and public & Bank holidays
• Preferably live in Belize City
• Bilingual in English and Spanish language is a must
• Possess good and mature leadership capabilities
• Able to work independently