Ensure smooth day -to -day operations, maintain high levels of service quality, and implement strategies to meet performance targets. The adecuado candidate will excel in coaching, problem -solving, and improving overall team productivity, while ensuring that customer inquiries are addressed effectively and efficiently.
- Monitor agent performance and provide weekly documented coaching sessions.
- 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.
- Ensure that all calls and interactions meet the company’s quality standards. Conduct call monitoring, provide constructive feedback, and take corrective actions as needed.
- Conduct regular audits of systems and files to ensure accuracy and compliance.
- Prepare and present performance reports, documenting team achievements and areas for improvement. Communicate performance updates to management regularly.




- Collaborate with management to develop and implement best practices, new processes, and policies aimed at improving customer experience and team efficiency.
- Foster a positive and motivated work environment by recognizing achievements, providing incentives, and encouraging teamwork. Manage conflict effectively and maintain high morale within the team.

Requirements
- Education Level: High School
- Intermediate English Level
- Computer knowledge: Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams)
- MÃnimum 6 months in call center industry.

Benefits
- Competitive weekly salary
- Excellent location (Zona RÃo, 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 Customer Service (Xico)
🏢 Confie TA Admin
📍 Xico