FBS Call Center Supervisor

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

Descripción de la vacante

A top-tier insurer in Mexico City is seeking a Call Center Team Supervisor to lead a high-performing team. In this role, you will supervise customer service professionals, drive performance metrics, and ensure compliance with risk standards. The ideal candidate has experience in a supervisory role, fluent English skills, and a commitment to team development. The position offers competitive compensation and a benefits package that includes job training and career development opportunities.

Servicios

Performance-based bonus

Grocery vouchers

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Formación

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

Responsabilidades

• Supervise a team of customer service professionals.
• Monitor team metrics for quality and compliance.
• Provide mentoring and development opportunities.

Conocimientos

Team leadership

Performance monitoring

Coaching

Communication

Collaboration

Risk management

Fluent English

PC and software skills

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.