Operations Supervisor

Customer Service Supervisor – Call CenterLocation: On-site.Address: Av.
Gral.
Ignacio Zaragoza ****, Nueva, ***** Mexicali, B.C.Schedule: Monday to Friday, 7:00 am – 4:00 pm PSTWe are seeking a talented and highly motivated Customer Service Supervisor to join our call center team.
This role is responsible for leading a group of phone agents, ensuring optimal performance, quality compliance, and operational excellence in accordance with client expectations.Position ObjectiveSupervise and support the development of phone agents, ensuring consistent achievement of performance and quality indicators established by the client while fostering continuous improvement within the team.Main ResponsibilitiesPrepare and deliver weekly productivity and performance reports.Handle escalation calls in alignment with the assigned line of business.Address operational and administrative inquiries from phone agents.Monitor and audit calls to ensure adherence to client procedures and guidelin...