Leading company in the passenger transportation sector is seeking a CUSTOMER SERVICE SUPERVISOR to work near the Observatorio bus terminal. Join our team! **Requirements:** * Partial bachelor's degree (minimum 6th semester) or near completion. Administration, Communications, Marketing, or International Relations. * 1 to 2 years of experience in customer service (phone, chat, email), and preferably at least 6 months to 1 year in a leadership role (coach, quality monitor, temporary supervisor, or senior agent in charge of others). * Soft skills (essential): leadership, excellent communication, conflict resolution, emotional intelligence, frustration tolerance, and ability to work under pressure. * Hard skills (technical): knowledge of call center KPIs (metrics) such as TMO, adherence, service level, CSAT, NPS; proficiency with Office suite (especially intermediate Excel for reporting); familiarity with management software (CRM). **Responsibilities:** * Manage a team of 10 to 20 agents, overseeing schedules, attendance, and payroll issues. * Monitoring and Coaching: listen to and monitor team interactions (calls, chats) to ensure established quality and productivity standards. * Feedback: provide coaching and one-on-one sessions to develop agent skills. * KPI Management: ensure the team meets operational targets for productivity and quality. * Reporting: generate daily, weekly, and monthly performance reports for the team. * Escalation Management: handle and resolve complex or difficult customer cases that agents cannot solve. * Motivation: implement activities to maintain team morale and motivation. **We Offer:** * Monthly gross salary of $17,500 * Monthly food vouchers worth $730 * Statutory benefits * IMSS from day one * Growth opportunities * Excellent work environment If you are interested in this position, apply through this platform and send your CV via WhatsApp: 72 2394 7359 Job type: Full-time Salary: $17,500.00 per month Benefits: * Food vouchers Work Location: On-site