CALL CENTER SUPERVISOR **Position Objective:** Supervise, coordinate, and motivate the call center agent team, ensuring compliance with management indicators, service quality, and customer satisfaction. **Main Responsibilities:** * Monitor and ensure compliance with operational KPIs. * Coordinate shifts, attendance, and call distribution. * Provide feedback and conduct individual or group coaching sessions. * Effectively manage internal and external conflicts. * Generate daily/weekly team performance reports. * Ensure adherence to customer service protocols and company policies. * Participate in training and continuous improvement processes. **Profile Requirements** **Education:** Technical or professional degree in administration, communications, engineering, or related fields. **Age:** Between 28 and 38 years old. **Experience:** Minimum of 2 years supervising a call center. **Technical and Management Skills:** **1° Knowledge of KPIs** Ability to measure and analyze key indicators such as: * Service level * Abandonment rate * Service quality **2° Proficiency with technological tools** Familiarity with software, IP telephony, spreadsheets, information query platforms, and data capture systems. **3° Analytical and decision-making skills** Ability to interpret data and statistics to make informed, timely decisions. **4° Time management and organization** Prioritize tasks, assign shifts, and ensure achievement of daily/weekly goals. **Interpersonal Skills.** * **Positive leadership:** Ability to motivate, guide, and develop their team. Must be a role model. * **Effective communication:** Active listening, clear and empathetic feedback, and strong communication skills. * **Conflict resolution:** Resolve disputes between agents or with customers diplomatically and promptly. * **Teamwork:** Collaborate effectively with other departments such as quality assurance, training, or technology. Cognitive and personal skills. **1° Adaptability** Ability to respond to changes in procedures, tools, or call volume. **2° Customer orientation** Even without direct call involvement, must remain focused on the customer experience. **3° Stress and pressure tolerance** Work under demanding targets and maintain composure under pressure. **4° Training and coaching ability** Must be able to identify improvement opportunities for agents and support their development. Characteristics: Empathy, proactivity, professional ethics, responsibility, patience, and charisma. **Schedule:** Rotating weekly day off Monday to Friday: from 7:00 a.m. to 3:00 p.m. and from 3:00 p.m. to 10:00 p.m. Saturdays from 7:00 a.m. to 2:00 p.m. and from 2:00 p.m. to 8:00 p.m. Sundays from 7:00 a.m. to 1:30 p.m. Employment type: Full-time, Indefinite duration Salary: $13,000.00 - $19,500.00 per month Work location: On-site