Customer Service Supervisor – Call Center

Location: On-site.

Address: Blvrd Gral Rodolfo Sánchez Taboada 9551, Zona Urbana Rio Tijuana, 22010 Tijuana, B.C.

We are seeking a talented and highly motivated Customer Service Supervisor to join our call center team. This role is responsible for leading a group of phone agents handling customer service and loan processing, ensuring optimal performance, quality compliance, and operational excellence in accordance with client expectations.

Key Responsibilities
- Prepare and analyze weekly productivity reports.
- Handle high-level escalations (customer disputes, declined applications, complaints)
- Partner with QA and Training teams for continuous improvement
- Coordinate calibration sessions with agents by reviewing calls and sharing best practices.
- Provide regular feedback (weekly or as needed) to team members regarding performance, compliance, and areas of opportunity.
- Follow up on administrative matters such as permits, medical leave, and documentation requests.
- Support hiring, onboarding, and workforce planning




- Conduct screening interviews for agent selection within assigned lines of business.

Required Skills & Competencies

Leadership & Strategy
- Strong experience managing multi-team operations
- Ability to drive both performance and compliance simultaneously

Operations Management
- Experience in financial services, loan processing, or fintech support
- Understanding of handling financial data
- Ability to ensure teams follow strict verification and documentation processes
- Ability to communicate with clients, leadership, and cross-functional teams

Qualifications
- High school diploma or equivalent (preferred).
- 2+ years in call center/customer service operations
- 1+ years’ experience in leadership role
- Experience in loan processing, financing, banking, or collections (preferred)
- Experience with CRM systems and reporting tools
- English level: B2 (Intermediate).

What We Offer
- Growth: A great wo

📌 Customer Service Supervisor (Tijuana)
🏢 Redial Bpo
📍 Tijuana