Call Center Team Lead - Customer Service & Quality

Redial BPO; Tijuana; On-site; MXN 201,000 - 268,000; Full time

Job summary

Redial BPO in Mexicali, Baja California, is seeking a Customer Service Supervisor to lead a call center team on-site. The role focuses on performance, quality, and client satisfaction, guiding daily operations and coaching staff to excellence.

Responsibilities include weekly productivity reporting, handling escalations, onboarding and training, calibration sessions, and conducting candidate interviews for the supervised line of business. English B2 and experience in call centers are required.

Qualifications

• 2–3 years in a call center environment.
• Minimum 1 year of Customer Service experience.
• At least 1 year in a supervisory or team lead role.
• Experience with sales technology platforms (e.g., Salesforce) is a plus.
• English level: B2 (Intermediate).

Responsibilities

• Prepare and deliver weekly productivity and performance reports.
• Handle escalation calls in alignment with the assigned line of business.
• Address operational and administrative inquiries from phone agents.
• Monitor and audit calls to ensure adherence to client procedures and guidelines.
• Coordinate and lead calibration sessions, reviewing calls and sharing best practices.
• Provide weekly feedback (or as needed) to agents, identifying opportunities for growth and compliance.
• Manage administrative requests such as leaves, permits, and documentation.
• Support onboarding and training processes for new hires.
• Conduct phone screen and filter interviews for candidates applying to the supervised line of business.

Skills

Leadership

Team management

Verbal & written communication

CRM systems

Performance metrics

Problem solving

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Salesforce

Job description

Redial BPO in Mexicali, Baja California, is seeking a Customer Service Supervisor to lead a call center team on-site. The role focuses on performance, quality, and client satisfaction, guiding daily operations and coaching staff to excellence.

Responsibilities include weekly productivity reporting, handling escalations, onboarding and training, calibration sessions, and conducting candidate interviews for the supervised line of business. English B2 and experience in call centers are required.