CUSTOMER SERVICE SUPERVISOR

Description

**Talento Hábil is seeking a CUSTOMER SERVICE SUPERVISOR in Guadalajara, Jalisco** ------------------------------------------------------------------------------ ### **Overview:** We are looking for a **Call Center Supervisor** to lead and motivate the agent team, ensuring efficiency in customer service, adherence to metrics, and proper implementation of internal processes. The individual will be responsible for maintaining stable operations and ensuring a positive experience for users. ### **Key Responsibilities:** * Supervise, guide, and support the agent team in their daily activities. * Monitor operational metrics (response times, SLAs, KPIs) and prepare periodic reports. * Resolve incidents and critical situations escalated by agents. * Train, provide feedback to, and mentor the team to improve performance and service quality. * Propose improvements to customer service processes and workflows. * Coordinate customer service channels: phone calls, chat, and email. * Collaborate with other departments to ensure call center operational continuity. ### **Requirements:** * Minimum education: Technical or university degree, currently enrolled or completed. * Minimum experience: 1–2 years supervising teams in call centers or customer service. * Knowledge of: call center metrics, KPIs, customer service processes, and ticket management tools (e.g., Zendesk, Freshdesk, ServiceNow, or similar). * Leadership, communication, problem-solving, and teamwork skills. * Availability to work within the call center’s operating hours. ### **Desired Competencies:** * Experience supervising remote teams or multi-channel customer service teams. * Analytical ability to interpret reports and make data-driven decisions. * Proactivity, results orientation, and ability to manage high-pressure situations. * ### **Availability and Work Modality:** + **8-hour daily shifts**, scheduled within the service window of **7:00 a.m. to 11:00 p.m.**, year-round (365 days). + Shifts ending after 6:00 p.m., as well as weekend shifts, are conducted under a **remote work modality**, ensuring flexibility and work-life balance. + **Hybrid work**: combination of office-based and remote work, based on operational needs. ### **We Offer:** * Statutory benefits plus additional benefits such as SGMM. * Opportunities for career growth within the company. * Excellent working environment. * Bonus of up to 2000 MXN per month. * Base salary: 16,000 MXN per month. * Hybrid work modality. * Student support starting from the sixth month. **Desired Education Level:** Upper Secondary Education **Desired Experience Level:** Mid-Level **Departmental Function:** Customer Service **Industry:** Software Development / Programming **Skills:** * Continuous Improvement * TICKET MANAGEMENT SYSTEM * Operational Leadership *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=6a11dae35300005600ff9d23\&source\=indeed*