Supervisor/a

Description

\*OPERATIONS SUPERVISOR\* The Operations Supervisor is responsible for directing, organizing, and supervising the work team focused on achieving the KPIs of the assigned campaign; motivating and supporting executives in customer service by implementing improvement strategies. \*Key Responsibilities:\* * Review daily, weekly, and monthly targets of executives to verify their productivity. * Report incidents and/or absences of the work team for accurate bonus and salary control. * Reporting on staff under supervision and daily call logs. * Implement proposals for continuous improvement to increase the productivity of RACs under supervision. * Provide verbal feedback to supervised executives to prevent critical errors and deliver high-quality customer service. * Resolve questions and clarifications from the work team regarding operational processes, ensuring optimal follow-up for each customer. * Support RACs during operations by addressing questions requiring personalized client interaction. * Reporting: metrics, targets (daily, weekly, monthly), attendance, productivity per executive and team. * Personnel management. * Development of improvement plans. \*Requirements:\* * Education: Completed or incomplete bachelor’s degree (from the 3rd semester onward). * 1–2 years of experience in a similar Call Center role, with knowledge of print media campaigns and banking campaigns. * Intermediate Excel skills. * Excellent spelling. * Flexible availability for scheduling. * Knowledge of operational metrics and KPIs. \*Salary: $13,365\.89\* \*Bonus: $4,025\* Schedule: Monday to Sunday (1 rotating day off per week) Working Hours: 15:00 – 23:00 SITE: Rascarrabias 911, Col Vértiz Narvarte. Alcaldía Benito Juárez, CDMX. (10 minutes from Nativitas or Eugenia Metro Station)