Operations Supervisor - Call Center

Operations Supervisor – Call Center

Location: On-site.

Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Position Objective

We are looking for a talented Operations Supervisor who will oversee multiple teams supporting patients with financing, billing, and account management, ensuring operational efficiency, compliance, and strong collection performance while maintaining a high standard of customer care for healthcare clients and patients.

Key Responsibilities

• Ensure compliance with financial regulations and data privacy
• Monitor and analyze collection performance & customer experience metrics
• Prepare and analyze weekly productivity reports.
• Handle high-level escalations (disputes, complaints, hardship cases)
• Partner with QA/Training to improve call quality and compliance
• Coordinate calibration sessions with agents by reviewing calls and sharing best practices.
• Provide regular feedback (weekly or as needed) to team members regarding performance, compliance, and areas of opportunity.
• Support the onboarding and training process for new hires.
• Conduct screening interviews for agent selection within assigned lines of business.

Requirements

• 2+ years of experience working with customer service, collections or financial accounts.
• 1-2+ years of experience in leadership.
• Strong leadership and organizational skills.
• Proven people management and communication skills.
• Schedule: Availability required

What We Offer

• Growth: A great work environment that fosters professional development.
• Wellness: On-site clinic access.
• Security: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.