Virtual Staff Performance Supervisor
Janie
People & HR, Operations
India · Philippines · South Africa · Colombia · Argentina · Dominican Republic · Costa Rica · Honduras · El Salvador
Posted 6+ months ago
Virtual Staff Performance Supervisor
El Salvador • Honduras • Philippines • Colombia • Argentina • Dominican Republic • India
Operations
17 days ago
Remote
Full-time
About Janie
Janie is transforming the way healthcare and dental practices operate. We combine world-class virtual talent, helping practices reduce overhead, boost efficiency, and focus more time on patient care. In just our first year, we’ve grown exponentially — and we’re just getting started.
Our virtual agents are the heart of what we do. To help them thrive, we’re building a team of supervisors dedicated to guiding performance, ensuring accountability, and providing support where it matters most.
The Role
As a Virtual Staff Supervisor, you’ll be assigned a portfolio of Janie’s virtual agents supporting healthcare clients. You’ll act as both a coach and an operational leader — tracking productivity, monitoring queues, stepping in to take calls when needed, and creating growth plans that help agents succeed.
This is a highly impactful role: your work directly influences client outcomes, agent engagement, and Janie’s reputation in the healthcare industry. You’ll combine hands-on leadership with data-driven oversight to keep service levels high and agents performing with confidence.
What You’ll Do
- Supervise Virtual Staff Performance – Oversee a group of agents to ensure they meet client expectations, adhere to schedules, and maintain consistent productivity.
- Monitor Operations in Real Time – Track call queues, intervene to maintain service levels, and run reports on Calls Taken, Abandoned Rate, and Calls per Hour.
- Step In When Needed – Take calls directly when coverage gaps or overflow situations require hands-on support.
- Coach & Develop Agents – Deliver clear, constructive feedback, provide ongoing coaching, and help agents strengthen both performance and confidence.
- Partner with Clients & CSMs – Work closely with Customer Success Managers to align on client needs, escalate risks, and ensure client satisfaction.
- Leverage Data for Accountability – Use reports and KPIs to guide coaching, track trends, and provide performance updates to Janie and client leadership.
- Contribute to Growth – Share insights to help refine processes, improve service delivery, and scale best practices across Janie.
What We’re Looking For
- 2–4+ years of experience in supervision, call center leadership, or agent performance management (healthcare, BPO, or staffing industries strongly preferred).
- Understanding of medical terminology and healthcare workflows — able to support agents in a clinical or administrative context.
- Hands-on leadership style — willing to step into front-line tasks to support client service levels.
- Comfortable with reporting and KPI tracking; proficiency in Excel, Microsoft Word, and Zoom is required.
- Strong interpersonal and communication skills — able to inspire, hold agents accountable, and deliver feedback constructively.
- Organized and adaptable, with the ability to manage multiple agents and shifting client needs.
Why Join Janie
- Be part of a fast-growing company reshaping virtual workforce solutions in healthcare.
- Work in a role that blends leadership, coaching, and operational oversight.
- Competitive pay with growth opportunities.
- The chance to make a direct impact on client success and agent careers.
The Bottom Line
This role is ideal for someone who thrives at the intersection of healthcare knowledge and people leadership. If you’re passionate about coaching, comfortable stepping in to keep operations on track, and excited to help build excellence in a fast-paced startup, we’d love to hear from you.
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Req ID: R78