Junior Call Center Supervisor — Coaching & Growth (Remote)

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

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.