Spanish Speaking Call Center Representative
Tribeca Pediatrics
Call Center Director
Porter
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Own and direct all call center functions, including inbound, outbound, voicemail, and IVR operations, ensuring efficiency, compliance, and superior customer experience.
- Manage and optimize relationships with external call center partners, ensuring SLA adherence, cost-effectiveness, and seamless integration with internal teams.
- Develop, implement, and monitor KPIs, workforce management practices, and process improvements to achieve performance targets and service delivery goals.
- Leverage reporting, analytics, and dashboards to drive decision-making, improve conversion rates, reduce handle time, and enhance member/client outcomes.
- Partner with technology teams to maximize the use of telephony, CRM, IVR, and workforce management platforms to streamline operations and improve scalability.
- Recruit, develop, and mentor call center leaders and frontline teams, fostering a culture of accountability, performance, and continuous improvement.
- Champion a member-first approach, ensuring every interaction meets quality standards, compliance requirements, and aligns with the company’s mission.
- Collaborate with Sales, Clinical Operations, Product, Marketing, and IT teams to align call center strategy and cadence with business priorities and growth initiatives.
Requirements
- 10+ years of progressive leadership experience in call center/contact center management, with at least 5 years at a director or senior leadership level.
- Experience in healthcare, health services, or high-growth technology-enabled services preferred.
- Expertise managing both internal and outsourced call center operations.
- Strong command of call center technology, including telephony, IVR, workforce management, CRM, and analytics tools.
- Proven ability to interpret and act on complex data, driving operational improvements and strategic decision-making.
- Demonstrated ability to thrive in a fast-paced, high-intensity, growth-oriented environment.
- Exceptional leadership, communication, and change management skills.
Benefits
- Remote work environment
- Medical, dental and vision benefits within 30 days of hire
- Paid vacation and holidays
- A fun team and special culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center managementKPI developmentworkforce managementprocess improvementdata analysisoperational improvementstrategic decision-makingperformance managementcustomer experience optimizationcompliance management
Soft skills
leadershipcommunicationchange managementmentoringaccountabilitycollaborationproblem-solvingadaptabilityteam developmentcustomer focus
