At Call Center Services International (CCSI), we are looking for an Operations Supervisor to lead and support our call center operations team.
The idóneo candidate is a results-driven leader with strong communication skills, experience managing operational performance, and the ability to coach and develop agents while maintaining a positive and productive work environment.
Key Responsibilities
- Supervise daily team operations to ensure productivity and achievement of established KPIs.
- Monitor and analyze team performance metrics, providing regular feedback and coaching.
- Conduct call monitoring and side-by-side coaching sessions to identify strengths and improvement opportunities.
- Manage schedules and coordinate adjustments based on operational needs.
- Address employee incidents and ensure compliance with internal policies and procedures.
- Coordinate attendance records, timesheets, and payroll-related adjustments with the appropriate departments.
- Handle escalated customer interactions and provide operational support when necessary.
- Participate in client meetings to review performance,
operational requirements, and improvement opportunities.
- Prepare and maintain accurate operational reports and supervisor scorecards.
- Promote teamwork, accountability, and a positive working environment.
Requirements
- 1–2 years of experience in call center supervision, team leadership, or Floor Walker positions.
- Bilingual proficiency in English and Spanish.
- Basic knowledge of Microsoft Office (Word, Excel, and PowerPoint).
- Professional degree or equivalent education preferred.
- Experience monitoring operational KPIs and providing performance feedback.
- Strong verbal communication, decision-making, and organizational skills.
- Ability to adapt to changing operational priorities.
- Experience handling escalations and collaborating with cross-functional teams.
Benefits
Compensation & Bonuses
- Base salary: $5,500–$6,000 MXN.
- Performance bonus: Up to $400 USD.
- Monday through Saturday, 6:00 a.m. to 8:00 p.m.
- Days off: Two days off per week.
📌 Operations Supervisor (Ciudad de México)
🏢 Call Center Services International
📍 Ciudad de México
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