Position: Operations Supervisor – Evolve CX **About the Role** ---------------- At Evolve CX, we are seeking a results-driven individual with practical leadership skills to lead a team of agents providing multichannel support (chat, voice, and email) for fintech campaigns. You will be responsible for daily operations, team development, and achieving quality and customer experience KPIs. **Key Responsibilities** --------------------------- * **Team Leadership and Management:** schedule shifts, prioritize workloads, monitor attendance, punctuality, and discipline. * **Results and KPIs:** monitor performance and implement improvement plans for CSAT/USat, QA, productivity, and handling times (AHT/SLAs). * **Coaching and Feedback:** conduct 1:1 sessions, provide timely and constructive feedback, develop individual action plans, and follow up on commitments. * **Quality and Calibration:** align evaluation criteria with QA, participate in calibration sessions, ensure adherence to standards and processes. * **Escalations and Service:** resolve sensitive cases, coordinate with WFM/People/Operations teams, and ensure timely responses. * **Information Management:** maintain dashboards and reports (Google Sheets/Looker Studio), identify trends, and generate actionable insights. * **Onboarding and Upskilling:** support new hires during ramp-up and reinforce team skills. * **Evolve CX Culture and Values:** foster a high-performance environment grounded in authenticity, collaboration, and continuous improvement. **Requirements** -------------- * Experience leading teams in a **contact center** environment (supervision, coordination, or similar roles). * Strong focus on **quality, customer experience (CX), and metrics**; comfort analyzing data and making data-driven decisions. * Intermediate to advanced **Excel/Google Sheets** skills (tables, filters, basic formulas); Looker Studio experience is a plus. * Strong **communication, coaching, negotiation**, and conflict management skills. * Highly organized, sense of urgency, and strong **accountability**. * Availability for **onsite work** in CDMX (Portales Sur) and flexibility to rotate within operational hours. **What We Offer** -------------------- * High-performance environment with **continuous feedback** and real growth opportunities. * **Training** and involvement in improvement initiatives (People + QA + Operations). * **Performance-based bonus** program tied to team KPIs. * Culture rooted in our values: Be Yourself; Break, Create, and Evolve; Belong, Believe, Achieve; Aim for Greatness; We Trust Our People. **Location and Schedule** ----------------------- * **Benito Juárez, CDMX (Portales Sur).** * Campaign operating hours; specific schedule detailed during interview based on team coverage needs.