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Freelance Call Center Supervisor Jobs in Puerto Rico

Alivia Health

Call Center Supervisor

Guaynabo, PR · On-site

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels ...

Alivia Health

Call Center Supervisor

Guaynabo, PR · On-site

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels ...

Alivia Health

Patient Service Manager

Guaynabo, PR · On-site

The position provides direct leadership to 3 supervisory roles: the Call Center Supervisors and the Registry Supervisor. Through these direct reports, the Patient Services Manager oversees teams ...

Alivia Health

Patient Service Manager

Guaynabo, PR · On-site

The position provides direct leadership to 3 supervisory roles: the Call Center Supervisors and the Registry Supervisor. Through these direct reports, the Patient Services Manager oversees teams ...

Alivia Health

Patient Service Manager

Guaynabo, PR · On-site

$85 - $110/hr

The position provides direct leadership to 3 supervisory roles: the Call Center Supervisors and the Registry Supervisor. Through these direct reports, the Patient Services Manager oversees teams ...

Liberty Latin America Communications, Inc.

PR · On-site

Measure call performance on the following essential meaningful metrics (Key performance indicators ... Call Center environment. Supervisory experience is preferred. Other Qualifications: * Good ...

TPIS

Workforce Management Director

San Juan, PR · On-site

$70 - $80/hr

Partner with call center leaders and cross-functional teams to strengthen service delivery and ... At least two (2) years of personnel supervisory experience. Option 2 * Bachelor's degree in ...

Infosys

Senior Process Associate

Aguadilla, PR · On-site

This position reports to the Customer Service Supervisor under the direction of the Customer ... Prior experience working in a call center environment is a plus * Excellent verbal and written ...

APS Health Care PR

HP1 Pharmacy Technician

San Juan, PR · On-site

$16.75 - $20.25/hr

The Health Professional 1-Pharmacy Call Center Representative manages telephone calls from ... supervisor. Education: * Pharmacy Technician Course of accredited school. * Possess an active ...

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Freelance Call Center Supervisor information

What does a freelance call center supervisor do?

A Freelance Call Center Supervisor oversees the daily operations of a call center team on a contract or project basis. Their responsibilities include managing staff, monitoring call quality, providing coaching and feedback, and ensuring performance targets are met. Unlike full-time supervisors, freelancers may work with multiple clients or on short-term assignments, providing flexibility for both the supervisor and the organization. They often bring specialized expertise to help improve service levels or manage peak workload periods.

What are the key skills and qualifications needed to thrive as a freelance call center supervisor?

To thrive as a Freelance Call Center Supervisor, you need experience in customer service management, staff supervision, and performance analysis, often supported by a relevant diploma or degree. Familiarity with call center software (such as Zendesk or Five9), workforce management tools, and CRM systems is typically required. Strong leadership, conflict resolution, and effective communication skills help you motivate teams and resolve escalated issues. These competencies are vital to ensure efficient operations, high-quality customer interactions, and sustained team productivity in dynamic remote environments.

How does a freelance call center supervisor typically coordinate with remote agents and ensure consistent performance standards?

As a freelance call center supervisor, you often manage a distributed team of agents working from various locations. Effective coordination relies on regular virtual meetings, utilizing cloud-based call monitoring tools, and setting clear performance metrics. You’ll be responsible for providing real-time feedback, troubleshooting issues, and facilitating training sessions to maintain quality and compliance. Building trust and open communication channels is key to ensuring agents feel supported and deliver consistent service across shifts.

What are the most commonly searched types of Call Center Supervisor jobs in Puerto Rico?

The most popular types of Call Center Supervisor jobs in Puerto Rico are:

Freelance Call Center Supervisor jobs near you

Call Center Supervisor

Alivia Health

Guaynabo, PR • On-site

Full-time

Posted 23 days ago

Job description

JOB Primary Objective

The Call Center Supervisor is responsible for the day-to-day oversight, coordination, and performance management of Call Center operations within Alivia Specialty Pharmacy (ASP). Reporting to the Patient Services Manager, this role ensures that inbound and outbound communications are executed accurately, efficiently, professionally, and in accordance with established service, quality, productivity, and compliance standards.

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels, frontline customer-service performance, and operational compliance.

The Call Center Supervisor serves as the first level of operational escalation, provides real-time coaching and guidance, identifies barriers affecting team performance, and partners with the Patient Services Manager to implement corrective actions, training, workflow improvements, and employee-development initiatives.

Key Responsibilities

  • Oversee daily Call Center operations, including inbound and outbound call activity, queue management, assigned patient-service workflows, and workforce execution.
  • Monitor queue volumes, staffing coverage, employee availability, service levels, average speed of answer, abandonment rates, productivity, schedule adherence, and other established performance indicators throughout the workday.
  • Manage daily assignments, schedules, breaks, lunches, overtime allocation, meetings, training activities, and staffing adjustments based on call volume, operational priorities, staffing levels, and business needs.
  • Ensure timely, accurate, courteous, and professional handling of patient and stakeholder communications in accordance with approved scripts, workflows, policies, procedures, and quality standards.
  • Provide direct supervision, mentoring, performance feedback, employee development support, and operational guidance to Call Center agents.
  • Conduct regular observations, quality reviews, call monitoring sessions, quality discussions, one-on-one meetings, and performance follow-up to reinforce expectations and improve employee results.
  • Address performance concerns related to attendance, punctuality, schedule adherence, productivity, quality, documentation, customer service, and process execution through timely mentoring or corrective action in collaboration with the Patient Services Manager and Human Resources, as applicable.
  • Resolve escalated calls, complaints, customer-service issues, and operational concerns, ensuring timely follow-up, appropriate documentation, and professional communication with all parties involved.
  • Ensure accurate documentation of calls, patient interactions, requests, outcomes, and required follow-up activities in the applicable systems.
  • Maintain compliance with patient privacy, confidentiality, regulatory requirements, payer requirements, company policies, operational procedures, and established organizational standards.
  • Communicate daily priorities, performance results, process updates, system issues, operational risks, staffing concerns, and recommended actions to the Patient Services Manager in a timely manner.
  • Prepare, review, and maintain operational reports, trackers, dashboards, schedules, quality results, coaching documentation, and other records required to manage the area.
  • Identify operational challenges, recurring call drivers, workflow barriers, service failures, documentation issues, training needs, and process inefficiencies, and recommend practical workflow improvements.
  • Support the development, implementation, and reinforcement of call scripts, standard operating procedures, workflows, job aids, service standards, and quality expectations.
  • Support onboarding, initial training, cross-training, refresher training, and ongoing employee development activities for Call Center personnel in partnership with the Patient Services Manager and applicable support departments.
  • Collaborate with Registry, Pharmacy, Access and Reimbursement, Delivery Coordination, Quality, Compliance, Information Technology, and other internal teams to facilitate timely patient support, resolve service issues, and support efficient operational handoffs.
  • Promote a patient-centered culture focused on empathy, professionalism, accountability, teamwork, accuracy, responsiveness, and continuous improvement while leading by example.
  • Support business continuity and operational readiness activities, including appropriate response to unexpected increases in call volume, staffing shortages, system interruptions, or other operational disruptions.
  • Lead implementation of team-level process changes, organizational initiatives, new technologies, and evolving business requirements.
  • Perform other duties as assigned.

SUPERVISORY RESPONSABiLITIES

Supervisor Level

Knowledge, Skills, and Abilities

  • Knowledge of call center operations, customer service, patient services, healthcare operations, or specialty pharmacy workflows preferred.
  • Knowledge of call center performance indicators, including service level, abandonment, average speed of answer, handle time, productivity, quality, schedule adherence, attendance, and first-contact resolution.
  • Strong leadership and people-management skills, including the ability to provide real-time direction, coaching, feedback, conflict resolution, and performance follow-up.
  • Strong customer-service orientation and ability to promote empathetic, professional, and patient-centered interactions.
  • Ability to monitor multiple operational indicators, identify trends or emerging risks, and take timely action to maintain service delivery.
  • Ability to analyze performance data, determine root causes, and develop practical action plans.
  • Ability to manage schedules, workload distribution, employee coverage, competing priorities, and deadlines in a fast-paced environment.
  • Strong problem-solving, decision-making, organizational, and time-management skills.
  • Ability to remain calm, professional, and solution-oriented while handling escalations, complaints, staffing challenges, or high call volumes.
  • Ability to develop and reinforce procedures, workflows, scripts, service standards, and quality expectations.
  • Ability to collaborate effectively with employees, leaders, patients, healthcare providers, payers, and cross-functional teams.
  • Ability to maintain confidentiality and appropriately handle sensitive patient, employee, and business information.
  • Proficiency in Microsoft Office programs, including Word, Excel, Outlook, PowerPoint, and Teams.
  • Knowledge of CPR+ or similar pharmacy management systems and call center platforms preferred.

EDUCATION REQUIRED

 Bachelor's degree or relevant experience 

EXPERIENCE

 1 to 3 years of experience in similar functions