Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable general money transfers to millions of customers along with currency exchange, mobile top-up, bill payment, and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

The care supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will deliver reports and maintain constant communication.

ROLES & RESPONSIBILITIES- Lead, coach, and develop a team of customer care representatives to achieve performance metrics, quality standards,



and service-level goals.
- Monitor daily team performance through dashboards, reports, and quality evaluations, ensuring adherence to processes and KPIs.
- Conduct regular 1:1s, coaching sessions, performance reviews, and provide ongoing feedback to support employee growth and retention.
- Manage escalations by providing guidance, resolving complex customer issues, and ensuring a positive customer experience.
- Analyze trends in call drivers, customer feedback, and operational gaps to recommend and implement process improvements.
- Collaborate with cross‑functional teams such as Training, QA, Workforce Management, and Operations to support business goals.
- Ensure compliance with company policies, procedures, and regulatory requirements across all customer interactions.
- Prepare and deliver performance reports, team updates, and business insights to management regularly.
- Oversee adherence to schedul

📌 Customer Care Supervisor (Santiago de Querétaro)
🏢 Ria Money Transfer (Dandelion)
📍 Santiago de Querétaro