Call Center Supervisor – Medical Appointment Setting

About the role

We are seeking a bilingual Call Center Supervisor to lead our Dental Hygiene Appointment Specialist team. In this role you will coach and motivate agents, ensure patients receive timely preventive dental care, and maintain high standards of service quality.

Key responsibilities

• Supervise, coach and motivate a team of Dental Hygiene Appointment Specialists.
• Monitor daily performance, productivity, quality, and attendance.
• Conduct regular coaching sessions and provide constructive feedback.
• Support agents with complex patient interactions and scheduling challenges.
• Ensure KPIs, quality standards and productivity goals are consistently met.
• Monitor call quality and deliver ongoing training to improve the customer experience.
• Prepare performance reports and communicate results to management.
• Coordinate schedules to guarantee appropriate staffing coverage.
• Foster a collaborative, high‑performance work environment.
• Identify process‑improvement opportunities and implement best practices.
• Assist with onboarding and training of new team members.

Required profile

• Minimum 3 years of experience as a Call Center Supervisor, Team Leader or similar role.
• Experience supervising outbound call center teams is highly preferred.
• Background in healthcare, dental or medical scheduling is an advantage.
• Excellent spoken and written English communication skills.
• Strong leadership, coaching and conflict‑resolution abilities.
• Proven track record managing KPIs, productivity metrics, quality assurance and attendance.
• Excellent organizational and time‑management skills.
• Ability to multitask and make sound decisions in a fast‑paced environment.
• Positive attitude, professionalism and passion for developing people.

Required skills

• CRM systems

What we offer

• Salary range USD $1,500 – $1,700 per month, based on experience.
• Free private health and life insurance after three months.
• Stable full‑time employment with a supportive team environment.
• Opportunities for professional growth and career development.
• Monday‑Saturday availability with flexible scheduling (6‑day weeks for two weeks, 5‑day weeks for the other two weeks).
• On‑site work in Obarrio, Panama City, near Vía Argentina Metro Station.