Customer Service Supervisor – Call Center
Location: On-site.
Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.
Schedule: Monday to Friday, 7:00 am – 4:00 pm PST
We are seeking a talented and highly motivated Customer Service Supervisor to join our call center team. This role is responsible for leading a group of phone agents, ensuring optimal performance, quality compliance, and operational excellence in accordance with client expectations.
Position Objective
Supervise and support the development of phone agents, ensuring consistent achievement of performance and quality indicators established by the client while fostering continuous improvement within the team.
Main Responsibilities
- Prepare and deliver weekly productivity and performance reports.
- Handle escalation calls in alignment with the assigned line of business.
- Address operational and administrative inquiries from phone agents.
- Monitor and audit calls to ensure adherence to client procedures and guidelines.
- Coordinate and lead calibration sessions, reviewing calls and sharing best practices.
- Provide weekly feedback (or as needed) to agents, identifying opportunities for growth and compliance.
- Manage administrative requests such as leaves, permits, and documentation.
- Support onboarding and training processes for new hires.
- Conduct phone screen and filter interviews for candidates applying to the supervised line of business.
Requirements
Education & Experience
- High school diploma or equivalent (preferred).
- Bachelor’s degree in business, communications, or related field (preferred).
- 2–3 years of experience in a call center environment.
- Minimum 1 year of Customer Service experience (required).
- At least 1 year in a supervisory or team lead role strongly (preferred).
- Experience with sales technology platforms (e.g., Salesforce) is a plus.
- Knowledge or experience in banking processes (preferred).
- English level: B2 (Intermediate).
Skills & Competencies
- Strong leadership and team management abilities.
- Excellent verbal and written communication skills.
- Proficiency with call center systems (CRM, dialers, monitoring tools).
- Ability to interpret performance metrics and produce actionable insights.
- Effective problem-solving and conflict-resolution skills.
- Ability to multitask, prioritize, and adapt in a fast-paced environment.
- Strong customer service mindset and dedication to quality.
All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.
REDIAL BPO will never request any type of payment during the recruitment process, including applications, interviews, or job placement. If you are asked for payment by anyone claiming to represent REDIAL BPO, please consider it fraudulent and report it immediately.