Gestor de Call Center

About the role

The Call Center Manager will ensure that service standards are consistently met, delivering an exceptional customer experience across all touch points. This role involves overseeing quotations, order processing, medical prescription validation, incident handling, and the application of special discounts.

Key responsibilities

• Guarantee compliance with service standards to provide a consistent and exceptional buying experience for customers.
• Prepare quotations, confirm orders, and ensure accurate processing within established systems.
• Receive and validate medical prescriptions, ensuring adherence to current regulations and internal procedures.
• Manage incidents and customer complaints, maintaining courteous, empathetic, and solution‑focused communication.
• Apply special discounts to customers in line with authorizations from immediate supervisors and management.

Required profile

• Proven experience in call‑center or customer‑service management.
• Strong understanding of order and quotation workflows.
• Familiarity with medical prescription handling and related regulatory compliance.
• Excellent communication skills with a focus on empathy and problem solving.
• Ability to manage discount authorizations and follow internal approval processes.

Required skills