Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.

Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.

The Telesales Supervisor is responsible for leading, coaching, and developing a team of 15-18 Telesales Ambassadors to achieve sales, productivity, and quality objectives. This role ensures the effective execution of telesales strategies, monitors performance metrics, drives continuous improvement, and fosters a high-performance culture focused on customer experience and business results.

Job Responsibilities

- Review prior month’s team performance and align on new focus behaviors.

- Schedule at least 5 hours per day for floor observation and call monitoring.





- Schedule & conduct a 30-minute weekly 1:1 meeting with each Assistant.

- Monitor daily performance using the Telesales Playbook and Dashboard.

- Observe Assistant behaviors with attention to focus behaviors from the Action Plan.

- Record 4 QA observation notes per Assistant each week.

- Provide an Action Plan update to Managers during floor sessions, showing MTD KPIs.

- Deliver In-Between-Call coaching when focus behaviors are missed.

- Document coaching sessions using the Supervisor Coaching Form.

- Review each Assistant’s KPI performance and coaching notes.

- Document coaching and commitments in the BIA Coaching form.

- Monitor extended HOLD times hourly and address immediately.

- Inspect & Review Abandoned Calls Report, use of aux time (status) regularly.

- Submit approved time-off requests to Workforce Management and HR.

- Participate in SSC activities and company programs as needed.

- Escalate persistent issues or patterns in behavior/performance to the Manager

Requirements

- Call Center Sales background (1 year)

- Leadership experience in Sales Role (1 year)

- Advanced English level (B2+)

- Computer knowledge: Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams)

Law Benefits

- Christmas Bonus.

- IMSS

- Profit Sharing

- Savings Fund

- Major Medical Insurance

- Life Insurance

- TripBeat

- Friendly work environment

- Financing and discounts at local restaurants and coffee shops

📌 Telesales Jr Supervisor (Tijuana)
🏢 Confie
📍 Tijuana