Customer Care Leader - Build High-Performing Support Teams

Farmers Group Inc.; Ciudad de México; Remote; MXN 391,000 - 670,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Job summary

Farmers Group Inc. in Mexico City is seeking a Customer Care Supervisor to lead an on-site team and ensure exceptional customer experiences. You will monitor performance, enforce guidelines, and collaborate with cross-functional leaders to implement process improvements.

The role requires 2+ years in a call center supervisory role, a High School Diploma or equivalent, and a preference for a Bachelor's degree. On-site work and a focus on coaching, quality, and profitability are essential.

Qualifications

• 2+ years of experience as a Call Center Supervisor or similar role.
• Availability to work on site in Mexico City.
• High School Diploma or equivalent; Bachelor's degree preferred.

Responsibilities

• Monitors all aspects of team performance, including customer experience, work product quality, efficiency, and compliance with guidelines.
• Creates and implements plans to improve team performance and develop individual team member skills.
• Accountable for meeting individual and team performance goals.
• Regularly communicates individual performance to each team member and provides team performance information to management.
• Interacts with customers and responds to inquiries as requested.
• Partners with leaders to develop and execute improvements and pilot new processes.

Skills

Leadership

Communication

Teamwork

Job Knowledge

Innovation

Business Results

Education

High School Diploma

Bachelor's degree preferred

Job description

Farmers Group Inc. in Mexico City is seeking a Customer Care Supervisor to lead an on-site team and ensure exceptional customer experiences. You will monitor performance, enforce guidelines, and collaborate with cross-functional leaders to implement process improvements.

The role requires 2+ years in a call center supervisory role, a High School Diploma or equivalent, and a preference for a Bachelor's degree. On-site work and a focus on coaching, quality, and profitability are essential.