Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide.
In ****, 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 ***** 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 #J-*****-Ljbffr

📌 Telesales Jr Supervisor (Tijuana)
🏢 Confie
📍 Tijuana