Customer Care Supervisor: Lead a High-Impact Team for Growth

Ria Money Transfer (Dandelion); Santiago de Querétaro; On-site; MXN 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Aguinaldo

Vacation 15 days

Life insurance

Food vouchers

Work-life Balance

Growth opportunities

Job summary

Ria Money Transfer is seeking a care supervisor in Querétaro to build a strong customer care team and shape staff behaviors while delivering reports and maintaining open communication.

You will lead coaching sessions, monitor performance, handle escalations, and collaborate with Training, QA, Workforce Management, and Operations to meet KPIs. This role offers growth opportunities in a dynamic, multilingual environment.

Qualifications

• High school diploma or equivalent; higher education preferred.
• Proven leadership or supervisory experience in a contact center.
• Strong coaching, communication, and team-building skills.

Responsibilities

• Lead, coach, and develop a team of customer care representatives to meet metrics.
• Monitor daily team performance via dashboards and quality evaluations.
• Conduct regular 1:1s and performance reviews with ongoing feedback.
• Manage escalations to resolve complex customer issues.
• Analyze call trends and feedback to drive process improvements.
• Collaborate with Training, QA, Workforce Management, and Operations.
• Ensure policy and regulatory compliance across interactions.
• Prepare performance reports and business insights for management.
• Oversee schedules, attendance, and productivity to ensure coverage.
• Support onboarding of new hires and reinforce culture and standards.

Skills

Leadership

Coaching

Team development

Customer service

Communication

CRM tools

Analytics

Education

High school diploma

Tools

CRM systems

Ticketing systems

Reporting dashboards

Job description

Ria Money Transfer is seeking a care supervisor in Querétaro to build a strong customer care team and shape staff behaviors while delivering reports and maintaining open communication.

You will lead coaching sessions, monitor performance, handle escalations, and collaborate with Training, QA, Workforce Management, and Operations to meet KPIs. This role offers growth opportunities in a dynamic, multilingual environment.