The Supervisor is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.
**Requirements and Qualifications**
- 3 to 6 months tenure. (Proven significant previous experience will be considered in case of not complying with the tenure).
- Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role preferably.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- Detail-oriented with the ability to multitask effectively in a fast-paced environment.
- Knowledge of call center operations, including key performance indicators (KPIs) and service level agreements (SLAs)
- Flexibility to work shifts, including evenings, weekends, and holidays, as needed.
- Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams.
- Familiarity with call center technology including automated call distribution (ACD) systems, interactive voice response (IVR) systems, and CRM software.
- Middle to advance Excel knowledge.
**Duties and Responsibilities**




- Supervise and lead a team of call center agents, ensuring that they meet performance standards and adhere to company policies.
- Conduct regular performance evaluations, provide constructive feedback, and develop improvement plans for underperforming agents.
- Facilitate continuous training and development programs to enhance agent skills and knowledge.
- Monitor call center operations to ensure efficiency and effectiveness in handling customer inquiries and complaints.
- Ensure compliance with company policies, procedures, and quality standards.
- Track and analyze key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.
- Prepare and present detailed performance reports to senior management.
- Address escalated customer issues and ensure prompt resolution to maintain customer satisfaction.
- Develop and implement customer service policies to enhance the customer experience.
- Identify operational inefficiencies and recommend improvements to enhance productivity.
- Collaborate with other departments to streamline processes and improve service delivery.
- Ensure that the call center employees comply with all relevant regulations and industry standards.
- Maintain accurate records of call center activities and employee performance.

📌 Supervisor for Callcenter (San Pedro Garza García)
🏢 Contactpoint 360
📍 San Pedro Garza García