About our companyConfie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide.
In ****, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent.
Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states.
Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people.
We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.Jr.
Supervisor (Call Center)Ensure smooth day-to-day operations, maintain high levels of service quality, and implement strategies to meet performance targets.
The idóneo candidate will excel in coaching, problem-solving, and improving overall team productivity, while ensuring that customer inquiries are addressed effectively and efficiently.RequirementsCall Center background (1 year)Advanced English level (B2+)Computer knowledge:



Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams)Job ResponsibilitiesMonitor agent performance and provide weekly documented coaching sessions.Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook).
Generate weekly agent bonuses based on their performance (Excel / Outlook).
Schedule agent time off in a way that avoids negative impact to KPIs.Ensure that all calls and interactions meet the company's quality standards.
Conduct call monitoring, provide constructive feedback, and take corrective actions as needed.Conduct regular audits of systems and files to ensure accuracy and compliance.Prepare and present performance reports, documenting team achievements and areas for improvement.
Communicate performance updates to management regularly.Collaborate with management to develop and implement best practices, new processes, and policies aimed at improving customer experience and team efficiency.Foster a positive and motivated work environment by recognizing achievements, providing incentives, and encouraging teamwork.
Manage conflict effectively and maintain high morale within the team.BenefitsCompetitive weekly salaryLegal benefitsChristmas bonusSavings fundProfit sharing (PTU)Vacation daysExtra paid days offPrivate medical insurance and preventative careFriendly work environmentGrowth opportunities

📌 Jr. Supervisor (Call Center) (Xico)
🏢 Confie
📍 Xico