Telesales Jr Supervisor

Confie; Tijuana; Presencial; MXN 360.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Christmas Bonus

IMSS

Profit Sharing

Savings Fund

Major Medical Insurance

Life Insurance

TripBeat

Friendly work environment

Restaurant discounts

Descripción de la vacante

Confie is seeking a Telesales Supervisor to lead and develop a team of 15–18 Telesales Ambassadors in our Mexico operation. You will coach performance, ensure sales targets, and drive continuous improvement while maintaining a customer‑first focus and operational excellence.

You will schedule floor observations, monitor KPIs, and deliver coaching sessions to improve outcomes. The role requires leadership in a fast-paced call center and advanced English proficiency.

Formación

• Call Center Sales background (1 year) required.
• Leadership experience in Sales role (1 year) required.
• Advanced English level (B2+) required.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams).

Responsabilidades

• Review prior month’s team performance and align on new focus behaviors.
• Schedule at least 5 hours per day for floor observation and call monitoring.
• Schedule and conduct a 30-minute weekly 1:1 meeting with each Assistant.
• Monitor daily performance using the Telesales Playbook and Dashboard.
• Observe Assistant behaviors with attention to focus behaviors from the Action Plan.
• Record 4 QA observation notes per Assistant each week.
• Provide an Action Plan update to Managers during floor sessions, showing KPIs.
• Deliver In-Between-Call coaching when focus behaviors are missed.
• Document coaching sessions using the Supervisor Coaching Form.
• Review each Assistant’s KPI performance and coaching notes.
• Document coaching and commitments in the BIA Coaching form.
• Monitor extended HOLD times hourly and address immediately.
• Inspect & Review Abandoned Calls Report, use of aux time regularly.
• Submit approved time-off requests to Workforce Management and HR.
• Participate in SSC activities and company programs as needed.
• Escalate persistent issues or patterns in behavior/performance to the Manager

Conocimientos

Call Center Sales

Leadership

Advanced English (B2+)

Herramientas

Microsoft Office

Descripción del empleo

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.

The Telesales Supervisor is responsible for leading, coaching, and developing a team of 15-18 Telesales Ambassadors to achieve sales, productivity, and quality objectives. This role ensures the effective execution of telesales strategies, monitors performance metrics, drives continuous improvement, and fosters a high-performance culture focused on customer experience and business results.

Job Responsibilities

• Review prior month’s team performance and align on new focus behaviors.
  
• Schedule at least 5 hours per day for floor observation and call monitoring.
  
• Schedule & conduct a 30-minute weekly 1:1 meeting with each Assistant.
  
• Monitor daily performance using the Telesales Playbook and Dashboard.
  
• Observe Assistant behaviors with attention to focus behaviors from the Action Plan.
  
• Record 4 QA observation notes per Assistant each week.
  
• Provide an Action Plan update to Managers during floor sessions, showing MTD KPIs.
  
• Deliver In-Between-Call coaching when focus behaviors are missed.
  
• Document coaching sessions using the Supervisor Coaching Form.
  
• Review each Assistant’s KPI performance and coaching notes.
  
• Document coaching and commitments in the BIA Coaching form.
  
• Monitor extended HOLD times hourly and address immediately.
  
• Inspect & Review Abandoned Calls Report, use of aux time (status) regularly.
  
• Submit approved time-off requests to Workforce Management and HR.
  
• Participate in SSC activities and company programs as needed.
  
• Escalate persistent issues or patterns in behavior/performance to the Manager
  

Requirements

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

Law Benefits

• Christmas Bonus.
  
• IMSS
  
• Profit Sharing
  
• Savings Fund
  
• Major Medical Insurance
  
• Life Insurance
  
• TripBeat
  
• Friendly work environment
  
• Financing and discounts at local restaurants and coffee shops