Ensure the department is meeting its goals by monitoring KPIs, agent performance, providing feedback, documenting poor performance and providing all necessary and available work tools to agents. Create a healthy work environment that helps keep attrition low.

Responsibilities and Functions

Monitor agent performance and provide weekly documented coaching sessions

Monitor dept. KPIs and assist in improving them

Document poor agent performance with HR on time

Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook)

Generate weekly agent bonuses based on their performance (Excel / Outlook)

Schedule agent time off in a way that avoids negative impact to KPIs

Perform other administrative tasks as assigned such as generating attendance reports, sending weekly performance updates, or generating invoices for company purchases





Assist with the implementation of action plans and create reports for visibility on deficiencies in performance

Guide agents on best practices

Requirements Bachelor's degree (Desirable)

Advanced English level

Windows Office knowledge: Word, Excel, PowerPoint

Learning capacity

Active listening

Specialized knowledge

Benefits Competitive weekly salary

Excellent location (Zona Río, Tijuana)

Legal benefits

Christmas bonus

Savings fund

Profit sharing (PTU)

Vacation days

Vacation premium

Extra paid days off

Private medical insurance and preventative care

Friendly work environment

Financing and discounts at local restaurants and coffee shops

Growth opportunities

📌 Jr Supervisor (Tijuana)
🏢 Confie TA Admin
📍 Tijuana