Operations/Call Center Supervisor

Description

Position Summary: The Operations Supervisor leads and organizes the work team to meet KPIs, motivating and supporting customer service executives through improvement strategies. Key Highlights: 1. Lead and supervise the team to meet KPIs 2. Implement improvement strategies to increase productivity 3. Provide feedback to executives and resolve operational queries **OPERATIONS SUPERVISOR** The Operations Supervisor is responsible for leading, 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. **Main Responsibilities:** * Review daily, weekly, and monthly targets of assigned executives to verify their productivity. * Report incidents and/or absences of the work team for accurate bonus and salary control. * Report staffing under supervision and daily call volumes. * Implement continuous improvement proposals to enhance the productivity of assigned RACs. * Provide verbal feedback to assigned executives to prevent critical errors and deliver high-quality customer service. * Resolve team queries and clarifications regarding operational processes, ensuring optimal follow-up for each customer. * Support RACs during operations by addressing queries requiring personalized customer interaction. * Report metrics, targets (daily, weekly, monthly), attendance, and productivity per executive and team. * Personnel management. * Develop 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 proficiency. * Excellent spelling. * Flexible availability for scheduling. * Knowledge of operational metrics and KPIs. **Salary:** $13,365\.89 **Bonus:** $4,025 **Work Schedule:** Monday to Sunday (1 rotating day off per week) **Working Hours:** 3:00 PM – 11:00 PM **SITE:** Rascarrabias 911, Col Vértiz Narvarte. Alcaldía Benito Juárez, CDMX. (10 minutes from Nativitas or Eugenia Metro Station)