Operations Supervisor

CCSi; Ciudad de México; On-site; MXN 598,000 - 785,000; Full time

Benefits offered by this job

Performance bonus up to USD 400

Job summary

Call Center Services International (CCSI) is seeking an Operations Supervisor to lead and support our call center operations team in Mexico City. You will supervise daily activities, monitor KPIs, coach agents, and ensure efficient scheduling and policy compliance.

The ideal candidate has 1–2 years in call center supervision, is bilingual in English and Spanish, and possesses strong communication and organizational skills.

Qualifications

• Must be bilingual in English and Spanish.
• 1–2 years of experience in call center supervision, team leadership, or Floor Walker roles.
• Strong verbal communication and decision-making skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Professional degree or equivalent education preferred.

Responsibilities

• Supervise daily team operations to ensure productivity and KPIs are met.
• Monitor and analyze team performance metrics with coaching feedback.
• Conduct call monitoring and side-by-side coaching sessions.
• Manage schedules and adjust rosters based on needs.
• Address incidents and ensure policy compliance.
• Coordinate attendance, timesheets, and payroll adjustments.
• Handle escalated customer interactions and provide support.
• Participate in client meetings to review performance and requirements.
• Prepare and maintain operational reports and supervisor scorecards.

Skills

Bilingual English/Spanish

Team leadership

Communication skills

Decision-making

Organizational skills

Adaptability

Education

Professional degree

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

At Call Center Services International (CCSI) , we are looking for an Operations Supervisor to lead and support our call center operations team.

The ideal candidate is a results-driven leader with strong communication skills, experience managing operational performance, and the ability to coach and develop agents while maintaining a positive and productive work environment.

Key Responsibilities

Supervise daily team operations to ensure productivity and achievement of established KPIs.

Monitor and analyze team performance metrics, providing regular feedback and coaching.

Conduct call monitoring and side-by-side coaching sessions to identify strengths and improvement opportunities.

Manage schedules and coordinate adjustments based on operational needs.

Address employee incidents and ensure compliance with internal policies and procedures.

Coordinate attendance records, timesheets, and payroll-related adjustments with the appropriate departments.

Handle escalated customer interactions and provide operational support when necessary.

Participate in client meetings to review performance, operational requirements, and improvement opportunities.

Prepare and maintain accurate operational reports and supervisor scorecards.

Promote teamwork, accountability, and a positive working environment.

Requirements

1–2 years of experience in call center supervision, team leadership, or Floor Walker positions.

Bilingual proficiency in English and Spanish.

Basic knowledge of Microsoft Office (Word, Excel, and PowerPoint).

Professional degree or equivalent education preferred.

Experience monitoring operational KPIs and providing performance feedback.

Strong verbal communication, decision-making, and organizational skills.

Ability to adapt to changing operational priorities.

Experience handling escalations and collaborating with cross-functional teams.

Performance bonus: Up to $400 USD.

Monday through Saturday, 6:00 a.m. to 8:00 p.m.