Call Center Supervisor | Site GDL

THE CALL GURUS; Guadalajara; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading BPO company in Guadalajara is seeking a Supervisor to lead and motivate a team of agents. Responsibilities include managing daily operations, ensuring performance metrics are met, and providing support for team development. Ideal candidates should have a Bachelor's degree, C1 English proficiency, and at least 3 years of experience in a call center supervisory role. The position offers a competitive salary and various employee benefits.

Servicios

Social security

15 days of holiday bonus

12 days of paid vacations

Monthly food vouchers

Savings fund

Formación

• C1 English proficiency required.
• 3+ years in call center operations supervision.
• Strong spoken and written communication skills.

Responsabilidades

• Lead a team of agents to success.
• Coordinate daily floor activities and ensure adherence to schedules.
• Create a performance summary for the team.

Conocimientos

Interpersonal communication

Team motivation

Performance evaluation

Educación

Bachelor's degree

Herramientas

Google Suite

Descripción del empleo

ABOUT US

Hello, there! We are The Call Gurus: an elite BPO company dedicated to building tailored lead generations teams for some of the most competitive companies in the USA.

OVERVIEW

A Supervisor is responsible for leading a team of agents to success, supports Lead Generation Specialist (LGS) and sales agents while servicing first-party customer service calls and coordinating daily floor activities: this includes maintaining excellent quality and efficiencies, and ensuring all LGS and sales agents adhere to their schedules. A Supervisor is responsible for creating an employee-focused culture, including: answering questions, providing feedback, and improving performance. Must feel comfortable sending reports for different key performance indicators (KPIs) and should be proficient with Google suite.

To ensure we set you up for success as a supervisor, we believe in taking the time to get to know you. A 2-to-4-week period of phone assessments is part of the process. This helps us align your profile and expertise with the right project. Your success is our success, and we’re committed to making it happen.

REQUIREMENTS

• Bachelor's degree
• C1 English proficiency
• 3+ years of related call center Operations Supervisor experience.
• Strong spoken and written interpersonal communication skills.

DESIRED SKILLS

• Motivate and encourage agents through positive communication and feedback.
• Responsible and available to assist agents while they are “on-the-floor.”
• Meet at least once each week with the team to review past week’s events, including statistics, results, new product information, etc.
• Perform at least one monitoring evaluation with each agent every two weeks.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Present to the Operations Manager a weekly monitoring and performance summary of the team.
• Create a forecast describing the things each agent will be focused upon.
• Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance.
• Truly understand what his agents are facing.
• Review Team performance monthly and quarterly.
• Create effective channels for agent feedback.

OFFER

• Base salary of $18,000 MXN net monthly
• Social security
• INFONAVIT
• FONACOT
• 15 days of holiday bonus
• 12 days of paid vacations
• 25% of vacation gratification
• Integralis Corporate Benefits Packet: discounts in over 10,000 establishments, savings with up to 10% of yearly revenue, life insurance in case of accidental dead of $100,000 MXN, psychologist, nutritionist, fitness, yoga, and workout routines
• $1,300 MXN food vouchers monthly (after 6 months)
• $1,600 MXN savings fund monthly (after 6 months)