Contact Center Supervisor

Usa Clinics; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A healthcare service provider in Tijuana is seeking a Contact Center Supervisor to manage daily activities within the inbound call center. The role involves coaching and developing staff, monitoring performance, and ensuring efficient operations. Candidates must have leadership experience, the ability to handle escalated calls, and be bilingual in English and Spanish. This position offers various benefits, including paid training and time off on Mexican holidays.

Servicios

IMSS 100%

Vacations after the first year

Christmas bonus

Paid training

Weekends off

Mexican holidays off

Formación

• Proven track record of managing high performing teams.
• 1+ years of supervisory or lead experience including coaching and counseling.
• Experience handling escalated service issues and employee conflicts.

Responsabilidades

• Provide direction and communication to employees.
• Monitor employee performance and take corrective action.
• Manage staffing and coverage based on call volume.
• Handle escalated patient calls and inquiries.

Conocimientos

Leadership skills

Multi-tasking

Organizational skills

Problem-solving

Written communication

Verbal communication

Bilingual (English/Spanish)

Descripción del empleo

The Contact Center Supervisor is responsible for all day-to-day activities within the inbound call center group - managing the team and processes to produce the most efficient, effective and highest possible results.

This involves effective coaching, development, and performance management of the team, managing call center staff and service coverage, providing solutions when necessary, and building and motivating a top performing team.

ESSENTIAL FUNCTIONS

• Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner.
• Monitors employee performance to assure that all goals are achieved.
• Takes corrective action, and counsels employees on performance, attendance and other areas of improvements.
• Prepare work schedules, performance and reports.
• Continuously review and implement process improvements.
• Plans, directs and evaluates the workflow, as well as coordinates work activities to achieve expected goals.
• Develop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphere.
• Handles and resolves escalated patient calls and inquiries.
• On occasions the supervisor will have to fill-in for callers and handle the day-to-day tasks.
• Ability to interpret call center reports on abandon rates, inbound calls, outbound and overall call volume.
• Ability to derive staffing and coverage needs based on overall call volume.
• Ability to interpret call center statistics and adjust staffing levels to handle projected call levels.
• Ability to coach, mentor and train call center analysts.
• Implement measurements / KPI's designed to benchmark call center performance.
• Translate for business purposes how call volume in an out bound correlates to business performance.

KNOWLEDGE AND SKILLS

• Knowledgeable of telephone call center systems.
• Proven leadership skills to effectively develop, lead, inspire and motivate a high performing team.
• Solid multi-tasking, prioritization and organizational skills.
• Ability to work in a fast paced, quickly changing environment.
• Ability to work analytically to identify qualitative or quantitative trends and take appropriate action.
• Effective problem solver.
• Exceptional written and verbal communications skills.

QUALIFICATIONS

• Must have a proven track record of managing high performing teams.
• 1+ Years supervisory or lead experience (to include direct coaching and counseling).
• Demonstrated experience handling escalated callers, service issue, and employee conflicts.
• Bilingual / English / Spanish.

Benefits

• IMSS 100%
• Vacations (after the first year)
• Christmas bonus
• Paid Training
• Weekends off
• Mexican Holidays off
• You will also be eligible for any additional employee benefits that the company may provide in the future.