Customer Service Supervisor

Redial BPO; Mexicali; On-site; MXN 320,000 - 520,000; Full time

Job summary

Redial BPO is seeking a Customer Service Supervisor to lead a team of call center agents, ensuring quality, performance, and client satisfaction. The role focuses on coaching, monitoring, and continuous improvement in line with client expectations.

You will supervise and support agent development, deliver weekly performance insights, and oversee onboarding and interviews for new hires, all while maintaining strong service levels in a fast-paced environment.

Qualifications

• High school diploma or equivalent (preferred).
• Bachelor's degree in business, communications, or related field (preferred).
• 2-3 years of experience in a call center environment.
• Minimum 1 year of Customer Service experience (required).
• At least 1 year in a supervisory or team lead role (preferred).
• Experience with Salesforce is a plus.
• Knowledge of banking processes (preferred).
• 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 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

Communication

Performance analytics

Problem solving

Multi-tasking

Customer service mindset

Education

High school diploma or equivalent

Bachelor's degree in business/communications/related field

Salesforce experience

Banking processes knowledge

English level B2

Tools

Salesforce

CRM systems

Call center monitoring tools

Job description

Customer Service Supervisor - Call Center

Location: On-site.
Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.
Schedule: Monday to Friday, 7:00 am - 4:00 pm PST

We are seeking a talented and highly motivated Customer Service Supervisor to join our call center team. This role is responsible for leading a group of phone agents, ensuring optimal performance, quality compliance, and operational excellence in accordance with client expectations.

Position Objective

Supervise and support the development of phone agents, ensuring consistent achievement of performance and quality indicators established by the client while fostering continuous improvement within the team.

Main 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.

Requirements

Education & Experience

• High school diploma or equivalent (preferred).
• Bachelor's degree in business, communications, or related field (preferred).
• 2-3 years of experience in a call center environment.
• Minimum 1 year of Customer Service experience (required).
• At least 1 year in a supervisory or team lead role strongly (preferred).
• Experience with sales technology platforms (e.g., Salesforce) is a plus.
• Knowledge or experience in banking processes (preferred).
• English level: B2 (Intermediate).

Skills & Competencies

• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Proficiency with call center systems (CRM, dialers, monitoring tools).
• Ability to interpret performance metrics and produce actionable insights.
• Effective problem-solving and conflict-resolution skills.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Strong customer service mindset and dedication to quality.

All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.