FBS Call Center Supervisor

Capgemini; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading insurance provider in Mexico City is seeking a motivated Call Center Team Supervisor. This role involves supervising customer service professionals, monitoring team performance, and ensuring compliance with regulations. Candidates should have 1-3 years of experience in call center roles and possess strong coaching skills. The position offers competitive pay and benefits including health insurance and career development opportunities.

Servicios

Competitive salary + performance-based bonus

Comprehensive benefits package

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Formación

• 1-3 years of experience as a Call Center Supervisor or similar role.
• Strong PC and software skills.
• Availability to work on site (Monday to Friday).

Responsabilidades

• Supervise a group of customer service professionals.
• Monitor team metrics including quality, efficiency, and customer satisfaction.
• Provide feedback and mentoring to team members.
• Ensure adherence to risk selection guidelines.
• Communicate company strategies and goals effectively.
• Collaborate with leaders across departments.

Conocimientos

Coaching and development

Performance monitoring

Effective communication

Team leadership

Analytical skills

Fluent English

Educación

High School Diploma or equivalent

Bachelor's degree

Descripción del empleo

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Location: CDMX - On site

Lead with purpose in a fast-paced Call Center environment

We’re looking for a motivated and people-first Call Center Team Supervisor to lead a high-performing team focused on delivering exceptional service to our customers. In this role, you’ll coach, develop, and inspire your team to meet performance goals while ensuring compliance with risk management guidelines and company standards.

What You’ll Do

• Lead a Call Center Team: Supervise a group of customer service professionals, ensuring they provide outstanding support to both internal and external customers.
• Drive Performance: Monitor team metrics including quality, efficiency, compliance, and customer satisfaction. Identify trends and implement strategies for continuous improvement.
• Coach & Develop Talent: Provide regular feedback, mentoring, and development opportunities to help team members grow and succeed.
• Ensure Compliance & Risk Control: Review team performance to ensure adherence to risk selection guidelines and financial controls.
• Communicate Effectively: Share company strategies, product updates, and business goals with your team in a clear and engaging way.
• Collaborate Across Teams: Work with leaders across departments and locations to improve processes, reduce defects, and lead special projects.
• Stay Informed: Keep up with industry trends, internal policies, and regulatory requirements through ongoing training and development.

• High School Diploma or equivalent required. Bachelor's degree preferred.
• 1-3 years of experience as a Call Center Supervisor/Team Leader or similar roles in a similar role
• Fluent English
• Availability to work on site (Monday to Friday)
• Strong PC and software skills

Competitive compensation and benefits package:

1. Competitive salary + performance-based bonus
2. Comprehensive benefits package: Grocery vouchers, SGMM, etc.
3. Career development and training opportunities
4. Dynamic and inclusive work culture within a globally renowned group
5. Private Health Insurance
6. Pension Plan
7. Paid Time Off
8. Training & Development

Note: Benefits differ based on employee level.