As a Call Center Supervisor, you will oversee the operations of the call center, ensuring the delivery of exceptional customer service and meeting performance targets. Your role involves managing a team of call center representatives, providing guidance and support, and resolving escalated issues. You will be responsible for optimizing efficiency, maintaining quality standards, and fostering a positive work environment within the call center.
**Key Responsibilities**:
- Team Leadership:Supervise and motivate a team of call center representatives, providing guidance, coaching, and performance feedback.
- Performance Management: Monitor individual and team performance metrics, such as call handling time, first call resolution rate, and customer satisfaction scores, and take corrective actions as needed to meet targets.
- Conduct training sessions for new hires and ongoing coaching for existing team members to enhance their skills and knowledge in customer service techniques, product knowledge, and call center procedures.
- Manage the call center's daily operations, including call routing, scheduling, and resource allocation, to ensure optimal efficiency and service levels.
- Implement and maintain quality assurance processes to evaluate the quality of customer interactions, provide feedback to representatives, and identify areas for improvement.
- Handle escalated customer inquiries or complaints that cannot be resolved at the representative level,



demonstrating professionalism and problem-solving skills to resolve issues to the customer's satisfaction.
- Generate reports on call center performance, analyze trends, and identify opportunities for process improvements or service enhancements.
- Foster open communication channels within the team and with other departments, ensuring that relevant information is shared promptly and accurately.
- Maintain a customer-centric approach in all aspects of call center operations, striving to exceed customer expectations and enhance overall satisfaction.
**Qualifications and Skills**:
- 100% English
- Bachelor's degree in business administration, communication, or a related field (preferred).
- Proven experience in a call center environment, with at least 2-4 years in a supervisory or leadership role.
- Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members.
- Strong understanding of call center operations, including workforce management, performance metrics, and quality assurance processes.
- Effective communication skills, both verbal and written, with the ability to articulate ideas clearly and concisely.
- Problem-solving abilities and the capacity to handle escalated issues with diplomacy and tact.
Tipo de puesto: Jornada completa
Sueldo: $18,173.87 - $22,296.46 al mes
Horario:
- Lunes a viernes
Lugar de trabajo: Empleo presencial

📌 Supervisor de Call Center (Monterrey)
🏢 Licona Insurance
📍 Monterrey