Jr. Supervisor (Call Center)

CONFIE; Benito Juárez; On-site; MXN 240,000 - 336,000; Full time

Benefits offered by this job

Growth opportunities

Legal benefits

Christmas bonus

Private medical insurance

Job summary

CONFIE is seeking a Jr. Supervisor (Call Center) in Mexico to oversee daily operations, coach agents, and ensure high service levels. The role emphasizes performance targets, quality monitoring, and process improvement within a fast-paced environment.

The ideal candidate will have call center experience, strong English proficiency (B2+), and solid Microsoft Office skills to manage schedules, payroll, and reporting while promoting a positive team culture and customer-centric service.

Qualifications

• Call Center background (1 year)
• Advanced English level (B2+)
• Microsoft Office proficiency required.

Responsibilities

• Monitor agent performance and provide weekly documented coaching sessions.
• Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook).
• Generate weekly agent bonuses based on their performance (Excel / Outlook).
• Schedule agent time off to avoid negative impact to KPIs.
• Ensure that all calls and interactions meet the company’s quality standards; conduct call monitoring and provide feedback.
• Prepare and present performance reports and communicate updates to management.
• Collaborate with management to implement best practices and new processes.

Skills

Call Center experience

English (B2+)

Tools

Microsoft Office Suite

Job description

About our company

Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states.

Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.

Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.

Jr. Supervisor (Call Center)

Ensure smooth day-to-day operations, maintain high levels of service quality, and implement strategies to meet performance targets. The ideal candidate will excel in coaching, problem-solving, and improving overall team productivity, while ensuring that customer inquiries are addressed effectively and efficiently.

Requirements

• Call Center background (1 year)
• Advanced English level (B2+)
• Computer knowledge: Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams)

Job Responsibilities

• Monitor agent performance and provide weekly documented coaching sessions.
• Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook).
• Generate weekly agent bonuses based on their performance (Excel / Outlook).
• Schedule agent time off in a way that avoids negative impact to KPIs.
• Ensure that all calls and interactions meet the company’s quality standards. Conduct call monitoring, provide constructive feedback, and take corrective actions as needed.
• Conduct regular audits of systems and files to ensure accuracy and compliance.
• Prepare and present performance reports, documenting team achievements and areas for improvement. Communicate performance updates to management regularly.
• Collaborate with management to develop and implement best practices, new processes, and policies aimed at improving customer experience and team efficiency.
• Foster a positive and motivated work environment by recognizing achievements, providing incentives, and encouraging teamwork. Manage conflict effectively and maintain high morale within the team.

Benefits

• Competitive weekly salary
• Legal benefits
• Christmas bonus
• Savings fund
• Profit sharing (PTU)
• Vacation days
• Extra paid days off
• Private medical insurance and preventative care
• Friendly work environment
• Growth opportunities