***We are a technology-driven financial institution that provides loans to our customers.*** ***We need a Customer Service Supervisor responsible for evaluating, validating, and rendering decisions on credit applications in accordance with internal guidelines. Their key function is to ensure appropriate service to our customers.*** **What we offer** * **Work modality:** On-site * **Contract type:** Indefinite-term * **Work schedule:** Full-time * **Statutory benefits** from day one * **Continuous training** and growth opportunities * **Professional and collaborative work environment** **Requirements** * **Academic background:** Bachelor’s degree in Business Administration, Communications, Marketing, Industrial Engineering, or related field * **Minimum experience:** 2 years in leadership roles within **call centers or customer service** **Knowledge of:** * **Call center platform management** (Avaya, Genesys, Five9, or others) * **Performance indicator analysis** (AHT, NPS, FCR, ASA, abandonment rate, productivity) * **Advanced Excel and data analysis tools** * **Continuous improvement methodologies** (Lean, Six Sigma, Kaizen) * **Customer service regulations and data protection standards** **Key responsibilities** * **Supervise and plan daily call center operations** (inbound, outbound, or hybrid). * **Analyze and monitor KPIs** to ensure achievement of quality and productivity goals. * **Design continuous improvement strategies** to optimize processes and customer service. * **Lead and develop the team of supervisors and agents**, fostering a collaborative environment. * **Prepare executive reports and action plans** for senior management. * **Ensure compliance with internal and external policies, standards, and regulations.** **Join a constantly growing team** If you have experience managing call center operations and are motivated to lead teams toward exceptional results, **apply through this channel** and take the next step in your professional career. Job type: Full-time Salary: $12,000.00 – $15,000.00 per month Benefits: * Option for an indefinite-term contract Work location: On-site employment