**Call Center Supervisor** ----------------------------- **Location:** Alcaldía Venustiano Carranza, CDMX. ### **Job Description** At **Grupo Diagnóstico Aries**, we are looking for a **Call Center Supervisor** with experience managing operational teams, results-oriented mindset, and leadership skills. The selected candidate will be responsible for ensuring the achievement of key performance indicators, maintaining service quality, and providing continuous support to the agent team. ### **Responsibilities** * Supervise, coordinate, and motivate the telephone agent team. * Monitor performance indicators (KPIs) such as productivity, quality, response times, AHT, NPS, goal attainment, among others. * Conduct regular feedback sessions, coaching, and performance evaluations. * Resolve incidents and escalate cases when necessary. * Ensure compliance with customer service protocols and operational center policies. * Assist in designing and implementing strategies to improve team efficiency. * Prepare daily, weekly, and monthly reports on performance and progress. * Coordinate training sessions to strengthen staff skills. * Manage team schedules, attendance, and work environment. ### **Requirements** * Minimum of **1 to 2 years** of experience as a Call Center Supervisor (preferably in customer service and sales). * Completed high school diploma (certificate required). * Experience with operational metrics and monitoring tools. * Leadership, negotiation, and decision-making skills. * Basic to intermediate Excel skills (report management). * Assertive communication and results-driven attitude. * Availability to work \[schedules/shifts]. ### **We Offer** * Competitive salary. * Statutory and additional benefits. * Savings fund. * Retirement savings fund. * Punctuality and attendance bonus. * Subsidized cafeteria. * Performance bonus. * Ongoing training and career development opportunities. * Excellent working environment. If you are interested, apply through this channel.