Operations Supervisor

Redial BPO; Mexicali; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A call center company in Mexicali is seeking an Operations Supervisor to lead phone agents, ensure performance compliance, and manage training. The ideal candidate should have a high school diploma, substantial call center experience, and strong leadership skills. This full-time role requires on-site presence and a commitment to delivering exceptional customer service.

Formación

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

Responsabilidades

• Supervise the development of phone agents.
• Elaborate weekly productivity reports.
• Conduct filter interviews for new agents.

Conocimientos

Strong leadership and team management skills

Excellent verbal and written communication abilities

Proficiency with call center technology

Ability to analyze performance metrics

Strong problem-solving skills

Multitasking and prioritizing abilities

Customer-focused

English level: B2

Educación

High school diploma or equivalent

Bachelor’s degree in business or communications (preferred)

Herramientas

CRM systems

Dialers

Performance monitoring tools

Descripción del empleo

We are looking for a talented Operations Supervisor for our call center!

Job Description

Objective:

To supervise the development of the phone agents within their team, assuring the compliance of the performance and quality indicators established by the client.

Main Activities:

1. Elaborate weekly productivity reports.
2. Take escalation calls according to the line of business being supervised.
3. Solve the doubts of the phone agents on operational and administrative topics.
4. Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.
5. Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.
6. Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.
7. Providing follow-up to the permits, medical leaves, or requests for administrative documents.
8. Provide support on the integration and training of new hires.
9. Conduct filter interviews for the selection of agents for the lines of business under their management.

Requirements:

Schedule availability:

• 6:00 am - 6:00 pm PST, Monday - Friday (weekend availability)
• On-site only

Education & Experience:

• High school diploma or equivalent required; bachelor’s degree in business, communications, or related field preferred.
• Minimum 2–3 years of experience in a call center environment.
• 1 year of experience in Customer Service (required)
• At least 1 year in a supervisory or team lead role is strongly preferred.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent verbal and written communication abilities.
• Proficiency with call center technology (e.g., CRM systems, dialers, performance monitoring tools).
• Ability to analyze performance metrics and generate actionable insights.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Customer-focused with a commitment to delivering exceptional service.
• English level: B2 (intermediate)
• Knowledge of and experience with banking processes (Preferable)

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.