Description
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable integral 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 ROLEThe 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.
To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention.



Preferred candidates are able to perform to a high level of accuracy and are meticulous and organized.
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 wi

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