**DUTIES, RESPONSIBILITIES AND STRATEGIES DEVELOPMENT**
- Ensure attendance has been conducted and sent out in a timely manner
- Maintain attendance tracking HRM on a daily basis; complete, review and deliver payroll
- Ensure that clients are always kept happy and satisfied by providing prompt response and
solutions to their challenges.
- Assist for any operational issues that may arise that impacts operations, such as interaction
spikes or any abnormalities that may impact customers by analyzing interaction dispositions,
trends, statistics and correlating all information.
- Callback or contact the customers to follow up on the Issue if it has been resolved or not.
- Identifies Technical and backend process improvements based on customer issues, trends,
identified gaps and win opportunities.
- Address and take care of any supervisor calls being requested
- Notify the operations team and production agents for any issues that have occurred and have already been resolved and update them on the status.
- Understand all organization’s products, services, procedures, and guidelines and
communicate the same to all team members.
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
- Conduct regular review of all call center agent’s performance and organize training sessions for under performers.
- Ensure Live Monitoring has been conducted daily and coaching provided.
- Connect with agents, listen to the team, and use that feedback to be escalated, and reviewed for additional action, if any.




- Provide coaching, feedback, skill transfers and appropriate corrective actions.
- Proactively handle and ensure that any administrative processes are conducted in a timely
manner.
- Draft and deliver end of shift reports.
- Draft and deliver weekly summary reports.
- Keep track of billable hours daily.
- Maintain a healthy client business relation and attend all client meetings and calibrations.
- Ability to manage multiple projects and ensure positive results from each
- Follow up with all levels from employee acquisition, training, nesting and operations.
- Conduct interviews to build a team of agents suitable for the operation.
- Any additional administrative or operational tasks that might be required in the future
**SKILLS AND KNOWLEDGE QUALIFICATIONS**
- Excellent communication skills with a strong customer focus;
- Demonstrated interpersonal skills including communication, mentoring, coaching, and the
ability to interact with colleagues at all levels;
- Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel as well as Google Workspace tools.




- Preferably familiar with different CRMs
- Excellent problem-solving and decision-making skills.
- Knowledge of BPO-focused customer service principles and practices.
- Availability to work during the weekends and full schedule availability.
**QUALIFICATIONS AND COMPETENCIES**
- Bachelor’s degree or College Diploma in a relevant field (preferred)
- Previous experience in a leadership role, with strong focus on customer experience in the contact center industry.
- Bilingual: English and Spanish are required, with above average writing skills.
- Exemplary Attendance and Punctuality.
- Actively appreciates and includes the diverse capabilities, insights, and ideas of others and works effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
- 3+ years of experience in a fast-paced BPO sales environment.
**DIRECT REPORTS**
- Contact Center representatives.
- Customer Experience representatives.
- Team Leaders
Tipo de puesto: Jornada completa
Sueldo: $18,000.00 - $24,000.00 al mes
Beneficios:
- Caja de ahorro
- Estacionamiento de la empresa
- Seguro de vida
Pago complementario:
- Bono de permanencia
- Bono de productividad
Tipo de jornada:
- Turno de 10 horas
Escolaridad:
- Bachillerato terminado (Obligatorio)
Experiência:
- Supervisor de Call Center: 2 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial

📌 Call Center - Jr Supervisor (Heroica Puebla de Zaragoza)
🏢 GGA Solutions
📍 Heroica Puebla de Zaragoza