**Job Title**: Monitoring Supervisor
**Location**: Querétaro, Mexico
**Position Type**: Full-time, rotating shifts
**Shift Schedule**: 12-hour rotating shifts: 2 days on (day shift), 2 days on (night shift), 2 days off
**Salary**: $14,000 - $15,000 MXN net per month
We are seeking a dedicated Monitoring Supervisor to lead and manage service delivery in our 24/7 monitoring center. This role is essential to ensure our team of analysts meets established quality and service standards, including the correct implementation of protocols such as the Fatigue Intervention Plan (FIP). The supervisor will also be responsible for the ongoing training and development of the team to maintain high standards of service excellence.
**Key Responsibilities**:
- Supervise and guide monitoring analysts during each shift to maintain service quality.
- Regularly verify the correct implementation of FIP procedures according to service standards.
- Conduct quality checks on event classifications to ensure accuracy and compliance.
- Coordinate and deliver training for new analysts, as well as refresher training for existing staff.
- Review and update operational documents and protocols.
- Manage incidents and tickets related to the monitoring center.
- Administer and manage access privileges to monitoring tools for analysts.
- Propose improvements in tracking and service delivery processes.
**Requirements**:
- **Education**: Bachelor’s degree completed.




- **Experience**: Previous experience in a monitoring center or customer service, ideally in a supervisory role.
- **Languages**: Advanced English (ability to understand and communicate technical information fluently).
- **Skills and Knowledge**:
- Strong leadership and communication skills.
- High attention to detail and organizational skills for a demanding environment.
- Experience with monitoring tools and management software (e.g., Zendesk).
- Ability to implement and supervise service quality standards.
- Skills in team coordination and training, ensuring seamless integration of new team members and continuous team development.
**What We Offer**:
- Initial and ongoing training in advanced monitoring systems.
- Professional growth opportunities in a collaborative and dynamic work environment.
- Benefits that exceed legal requirements.
**Interested in joining us?**
Pay: $14,000.00 - $15,000.00 per month
Application Question(s):
- Could you share a situation where you led a team in a customer service or monitoring center? What were the biggest challenges, and how did you manage them to ensure service quality?
- Do you have any certifiable English language certification? If so, how have you applied your English skills in your role as a supervisor to improve communication and service quality?
Work Location: In person
Expected Start Date: 09/12/2024

📌 Monitoring Supervisor (Santiago de Querétaro)
🏢 Sg Monitoreo
📍 Santiago de Querétaro