Lead Call Center Supervisor: Elevate Team Performance

Redial BPO; Mexicali; On-site; MXN 35,000 - 50,000; Full time

Job summary

A leading call center company in Mexico is looking for a talented Customer Service Supervisor to oversee phone agents. You will lead performance reviews, manage escalations, and ensure adherence to quality guidelines. The ideal candidate has 2–3 years in call centers, excellent leadership and communication skills, and can multitask effectively. A bachelor's degree is preferred. This role offers an on-site schedule from Monday to Friday, 7:00 am – 4:00 pm PST.

Qualifications

• 2–3 years of experience in a call center environment.
• Minimum 1 year of Customer Service experience.
• At least 1 year in a supervisory or team lead role strongly preferred.

Responsibilities

• Prepare and deliver weekly productivity and performance reports.
• Handle escalation calls in alignment with the assigned line of business.
• Monitor and audit calls to ensure adherence to client procedures.

Skills

Team management

Leadership

Communication

Problem-solving

Customer service mindset

Education

Bachelor’s degree in business or communications

High school diploma or equivalent

Tools

Salesforce

CRM systems

Dialers

Job description

A leading call center company in Mexico is looking for a talented Customer Service Supervisor to oversee phone agents. You will lead performance reviews, manage escalations, and ensure adherence to quality guidelines. The ideal candidate has 2–3 years in call centers, excellent leadership and communication skills, and can multitask effectively. A bachelor's degree is preferred. This role offers an on-site schedule from Monday to Friday, 7:00 am – 4:00 pm PST.