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Inbound Call Center From Home Jobs in Puerto Rico

Alivia Health

Call Center Supervisor

Guaynabo, PR · On-site

Oversee daily Call Center operations, including inbound and outbound call activity, queue management, assigned patient-service workflows, and workforce execution. * Monitor queue volumes, staffing ...

Alivia Health

Call Center Supervisor

Guaynabo, PR · On-site

Oversee daily Call Center operations, including inbound and outbound call activity, queue management, assigned patient-service workflows, and workforce execution. * Monitor queue volumes, staffing ...

ProSolar Companies

PR · On-site

$15.50 - $19.25/hr

Meet or exceed call quotas and sales assist quotas, both personally and as a team * Follow all communication procedures, policies and guidelines during every customer interaction * Other duties as ...

Firma de Reclutamiento en PR

PR

$11/hr

Salary: $11.00 per hour Requirements: * High school diploma. * Experience in Customer Service, sales and working with production results measurement. * Fast in the keyboard and handling of computer ...

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Inbound Call Center From Home information

What is an inbound call center from home?

An Inbound Call Center From Home job involves handling incoming calls from customers, clients, or patients while working remotely. Employees respond to inquiries, resolve issues, process orders, or provide support, all from their home office using a computer and phone system. These positions require strong communication skills, reliable internet, and the ability to work independently. Many companies provide training and necessary equipment for remote call center agents. This role is popular for its flexibility and the ability to work from anywhere with a stable internet connection.

What are the key skills and qualifications needed to thrive as an inbound call center from home representative?

To excel as an Inbound Call Center From Home Representative, you need excellent verbal communication, active listening, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call routing systems, and reliable internet connectivity is often required. Outstanding patience, resilience, and self-motivation are crucial soft skills for managing customer concerns and working independently. These qualities enable representatives to deliver effective customer service, resolve issues efficiently, and maintain high satisfaction rates in a remote environment.

What are some common challenges faced when working as an inbound call center agent from home, and how can they be managed?

Working as an inbound call center agent from home often presents challenges such as maintaining focus in a home environment, managing back-to-back calls without on-site support, and ensuring reliable technology. To manage these, it's important to set up a dedicated workspace, establish clear boundaries with household members, and become proficient with the company's communication and troubleshooting tools. Regular check-ins with supervisors and participation in virtual team meetings can help maintain a sense of connection and support.

What is the difference between Inbound Call Center From Home vs Customer Service Representative From Home?

AspectInbound Call Center From HomeCustomer Service Representative From Home
Primary RoleHandle inbound calls, assist customers, process ordersAssist customers, resolve issues, provide product info
Required SkillsCommunication, problem-solving, computer skillsCommunication, problem-solving, product knowledge
Work EnvironmentHome-based, call center software, quiet spaceHome-based, computer, phone, flexible setup
Common EmployersCall centers, BPO companies, retailRetail, tech companies, service providers

Both roles involve remote customer interaction, requiring strong communication skills and a home office setup. The main difference is that Inbound Call Center From Home primarily handles inbound calls for order processing or support, while Customer Service Representative From Home may also include outbound calls and broader customer engagement. Both jobs are suitable for those seeking remote work in customer service industries.

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

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

What are popular job titles related to Inbound Call Center From Home jobs in Puerto Rico?

For Inbound Call Center From Home jobs in Puerto Rico, the most frequently searched job titles are:

What job categories do people searching Inbound Call Center From Home jobs in Puerto Rico look for?

The top searched job categories for Inbound Call Center From Home jobs in Puerto Rico are:

What cities in Puerto Rico are hiring for Inbound Call Center From Home jobs?

Cities in Puerto Rico with the most Inbound Call Center From Home job openings:

Inbound Call Center From Home jobs near you
Infographic showing various Inbound Call Center From Home job openings in Puerto Rico as of August 2026, with employment types broken down into 100% Full Time. Highlights an 50% In-person, and 50% Hybrid job distribution.

Call Center Supervisor

Guaynabo, PR • On-site

Alivia Health
See more jobs at Alivia Healthexternal

Full-time

Posted 17 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 

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