**Description**
Ria Money Transfer, a business segment of **Euronet Worldwide, Inc. (NASDAQ: EEFT)**, delivers innovative financial services including fast, secure, and affordable integral money transfers to millions of customers around the world.
With over **600,000 locations in nearly 200 countries**, we remain committed to opening ways for a better everyday life — one customer, one family, one community at a time.
**About the Role**:
We are looking for a **Customer Care Sr.
Supervisor** to join our team in Querétaro.
This role plays a key part in ensuring operational excellence and driving continuous improvement within the Customer Care department.
The Sr.
Supervisor will be responsible for **overseeing Team Leaders and their teams**, ensuring high performance and customer satisfaction through strategic planning, data analysis, and coaching.
**Key Responsibilities**:
- Lead and develop a group of **Team Leaders** to achieve service quality and performance goals.
- Analyze and track key performance metrics (KPIs), identifying trends and opportunities for improvement.
- Provide ongoing coaching, mentoring, and support to enhance leadership capabilities and team engagement.
- Deliver regular reports and business reviews to upper management (weekly, monthly, quarterly).
- Promote a culture of accountability, customer focus, and operational excellence.
- Collaborate with cross-functional teams (Training, Quality, Workforce) to implement process improvements.
- Support agents and customers with escalated cases, ensuring timely and effective resolution.




- Act on customer feedback and lead initiatives that enhance the overall service experience.
**Requirements**:
- ** Minimum of 2 years of experience as a Call Center Supervisor — required.
**:
- ** Experience managing Team Leaders or indirect leadership responsibilities — indispensable.
**:
- Strong knowledge of call center KPIs (AHT, CSAT, Quality, FCR, etc.).
- ** Advanced English and Spanish** communication skills (verbal and written).
- Proficient in **Microsoft Excel, PowerPoint, and data reporting tools**.
- Excellent decision-making skills and the ability to perform under pressure.
- Strategic mindset with a hands-on approach and strong sense of ownership.
- Availability to work on-site and flexible schedules, including weekends or shifts as needed.
**Perks & Benefits**:
- Competitive salary
- 1 month of Aguinaldo (Christmas bonus)
- 15 days' vacation
- Life insurance
- Food vouchers
- Work-life Balance
- Career Growth Opportunities
- Inclusive and Diverse Work Environment
Ria Money Transfer is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job.
It is not to be taken as a complete statement of responsibilities or requirements.
This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.

📌 Sr Supervisor Customer Care (Santiago de Querétaro)
🏢 Ria Money Transfer (Dandelion)
📍 Santiago de Querétaro