Call Center Supervisor

Aesthetemed Beauty and Wellness Clinic is hiring a remote Call Center Supervisor to lead the daily performance, development and execution of our new-client and existing-client teams. Our clinic is based in Hallandale Beach, Florida, and provides medical aesthetics, health and wellness, hair restoration and alternative medicine services.
This is a team leadership role. Success is measured by team performance and qualified clients attending their clinic visits, rather than the supervisor’s individual call production. You will report to the Operations & Client Experience Manager.

Key responsibilities

• Organize daily workloads, lead ownership, outreach queues, attendance, shift coverage and handoffs.
• Supervise rapid new-lead response, approved pre-appointment qualification, appointment booking, follow-up, confirmations and no-show recovery.
• Lead existing-client scheduling, wellness check-up recalls, reactivation and approved promotional campaigns.
• Train and onboard operators; review calls and written conversations; deliver documented coaching and practical quality assurance.
• Track Lead-to-Appointment, Appointment-to-Show and Lead-to-Show conversion, response times, operator productivity and completed visits by campaign.
• Identify performance gaps and report root cause, corrective action, owner and deadline.
• Support recruiting and staffing recommendations, and coordinate with Operations and Front Desk to address schedule gaps.
• Maintain accurate CRM records, dashboards and daily and weekly reporting.

The supervisor does not carry a routine personal lead queue. Occasional direct lead handling may be needed for unexpected absences, urgent backlogs or training demonstrations. Clinical decisions, pricing changes, marketing budgets and final employment decisions remain with the appropriate clinic leadership.
Schedule: Monday–Saturday, 9:00 AM–6:00 PM Miami time, with a one-hour meal break adjusted to operational coverage. Sunday is the regular day off. The approved schedule includes 48 paid hours per week.

• Demonstrated experience supervising a call center, appointment-setting, customer service or telemarketing team.
• Ability to coach operators, review calls and written conversations, manage attendance and maintain reliable shift coverage.
• Practical experience with CRM systems, lead distribution, follow-up queues, appointment workflows and performance dashboards.
• Ability to interpret conversion and show-rate data, identify root causes and implement measurable improvements.
• Strong professional communication, organization, accountability and accurate written reporting.
• Ability to work the stated Miami-time schedule from a reliable remote workspace with stable internet.
• Sound judgment when handling confidential client information and following approved scripts, processes and escalation rules.

Experience in medical aesthetics, healthcare, wellness or a similar appointment-based service business is helpful. Experience with Zenoti, WhatsApp-based workflows and multilingual teams is also helpful. Please describe your working languages, team leadership experience and measurable results in your application.
Compensation

• Fixed base: USD $6.00 per paid hour. At 48 paid hours per week and an average 4.33 weeks per month, estimated monthly base is approximately $1,247. Actual base follows approved paid hours and payroll records.
• Monthly team target: 800 bonus-eligible completed clinic visits. The bonus is based on attended/completed visits attributable to approved call center activity, rather than appointments merely booked.
• 0–679 eligible visits: no performance bonus.
• 680–719 eligible visits: $1.50 for every eligible visit that month.
• 720–799 eligible visits: $1.75 for every eligible visit that month.
• 800 or more eligible visits: $2.00 for every eligible visit that month, with no upper cap on this bonus.
• At 800 eligible visits, estimated monthly total is approximately $2,847 ($1,247 base plus $1,600 bonus). This is an illustration, not guaranteed earnings.

Eligible activity includes new-client visits, revenue-generating wellness check-up recalls, reactivation and approved promotional campaigns. Routine appointments under already-paid treatment plans, cancellations, no-shows and duplicate visits are excluded. Final counts are validated through clinic reporting and Operations before payout.
Fully remote work with responsibility for developing a productive call center team. The detailed compensation plan will be reviewed during the hiring process.