**Job Information**:
Department Name
- BPO
Job Type
- Full time
Industry
- Communications
Service Now Ticket
- INC
Modality
- On Site
Work Experience
- 1-3 years
Assigned Recruiter Contact
Date Opened
- 07/08/2025
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- 22010
Ensure the department is meeting its goals by monitoring KPIs, agent performance, providing feedback, documenting poor performance and providing all necessary and available work tools to agents. Create a healthy work environment that helps keep attrition low.
**Responsibilities and Functions**
- Monitor agent performance and provide weekly documented coaching sessions
- Monitor dept. KPIs and assist in improving them
- Document poor agent performance with HR on time
- 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




- Perform other administrative tasks as assigned such as generating attendance reports, sending weekly performance updates, or generating invoices for company purchases
- Assist with the implementation of action plans and create reports for visibility on deficiencies in performance
- Guide agents on best practices
**Requirements**:
- Bachelor's degree (Desirable)
- Advanced English level
- Windows Office knowledge: Word, Excel, PowerPoint
- Learning capacity
- Active listening
- Specialized knowledge
**Benefits**:
- Competitive weekly salary
- Excellent location (Zona Río, Tijuana)
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

📌 Jr Supervisor (Tijuana)
🏢 Seguros confie
📍 Tijuana