Bilingual Call Center Operations Supervisor Bonus Eligible

CCSi; Ciudad de México; On-site; MXN 598,000 - 785,000; Full time

Benefits offered by this job

Performance bonus up to USD 400

Job summary

Call Center Services International (CCSI) is seeking an Operations Supervisor to lead and support our call center operations team in Mexico City. You will supervise daily activities, monitor KPIs, coach agents, and ensure efficient scheduling and policy compliance.

The ideal candidate has 1–2 years in call center supervision, is bilingual in English and Spanish, and possesses strong communication and organizational skills.

Qualifications

• Must be bilingual in English and Spanish.
• 1–2 years of experience in call center supervision, team leadership, or Floor Walker roles.
• Strong verbal communication and decision-making skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Professional degree or equivalent education preferred.

Responsibilities

• Supervise daily team operations to ensure productivity and KPIs are met.
• Monitor and analyze team performance metrics with coaching feedback.
• Conduct call monitoring and side-by-side coaching sessions.
• Manage schedules and adjust rosters based on needs.
• Address incidents and ensure policy compliance.
• Coordinate attendance, timesheets, and payroll adjustments.
• Handle escalated customer interactions and provide support.
• Participate in client meetings to review performance and requirements.
• Prepare and maintain operational reports and supervisor scorecards.

Skills

Bilingual English/Spanish

Team leadership

Communication skills

Decision-making

Organizational skills

Adaptability

Education

Professional degree

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Call Center Services International (CCSI) is seeking an Operations Supervisor to lead and support our call center operations team in Mexico City. You will supervise daily activities, monitor KPIs, coach agents, and ensure efficient scheduling and policy compliance.

The ideal candidate has 1–2 years in call center supervision, is bilingual in English and Spanish, and possesses strong communication and organizational skills.