Contact Center Supervisor

Datamark, Inc.; Chihuahua; On-site; MXN 180,000 - 260,000; Full time

Benefits offered by this job

All legal benefits

Medical Insurance (Gastos Medicos Mayó

Life Insurance

Savings fund

Paid Training

Job summary

DATAMARK, Inc. is seeking an experienced Contact Center Supervisor to lead our Customer Services team in delivering high-quality service. The role involves overseeing representatives, monitoring metrics, and coaching staff to ensure efficiency.

The ideal candidate will have 2+ years in contact center roles, at least 1 year in supervision, and fluency in two languages (including English). Strong communication and leadership skills are essential, with knowledge of interpretation services preferred.

Qualifications

• High school diploma or equivalent required; Bachelor's degree in a related field preferred
• Minimum of 2 years experience in a contact center services role
• At least 1 year of supervisory or team leader experience
• Fluency in at least two languages (including English) required
• Strong leadership and motivational skills
• Excellent communication and interpersonal skills
• Knowledge of interpretation services and relevant industry standards preferred
• Ability to manage escalated issues with professionalism
• Proficiency in Microsoft Office Suite and experience with contact center software

Responsibilities

• Oversee and assist contact center employees in the performance of their job duties
• Respond to customer inquiries and resolve issues or complaints
• Monitor performance metrics, coach team members, and implement best practices to enhance service delivery

Skills

Leadership

Communication

Multilingual fluency

Interpretation knowledge

Escalation management

Interpersonal skills

Education

High School Diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office Suite

Contact center software

Job description

DATAMARK, Inc. is seeking an experienced Contact Center Supervisor for our Customer Services team. This role is crucial in ensuring that our service representatives meet the highest standards of quality and efficiency. As a leader in business process outsourcing, DATAMARK is dedicated to providing exceptional service to our clients and their customers, and we are looking for a supervisor who shares this commitment.

The Contact Center Supervisor will oversee and assist contact center employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This position involves monitoring performance metrics, coaching team members, and implementing best practices to enhance service delivery.

• High school diploma or equivalent; Bachelor's degree in a related field preferred
• Minimum of 2 years experience in a contact center services role
• At least 1 year of supervisory or team leader experience
• Fluency in at least two languages (including English) required
• Strong leadership and motivational skills
• Excellent communication and interpersonal skills
• Knowledge of interpretation services and relevant industry standards preferred
• Ability to manage escalated issues with professionalism
• Proficiency in Microsoft Office Suite and experience with contact center software

• All legal benefits
• Medical Insurance (Gastos Medicos Mayores)
• Life Insurance
• Savings fund
• Paid Training