Supervisor de Equipo – Centro de Llamadas

About the role

The Team Supervisor leads a group of inbound call‑center agents, ensuring high‑quality customer service and operational efficiency. This role combines people management, performance monitoring, and process improvement within a fast‑paced environment.

Key responsibilities

• Assign work, monitor attendance, and manage daily functional supervision of a non‑exempt team.
• Guide agents to achieve optimal performance through business understanding and team commitment.
• Track and act on personnel and payroll issues; conduct performance evaluations as required.
• Maintain accurate, up‑to‑date documentation for direct reports.
• Review daily productivity statistics and provide constructive feedback.
• Serve as Subject Matter Expert, ensuring training needs are met and agents stay current on client‑related training.
• Resolve escalated client problems and communicate process changes promptly.
• Administer recognition and reward programs in line with organizational guidelines.

Required profile

• Advanced user‑level proficiency with computer technology and operating systems.
• Strong negotiation, teamwork, motivation, and staff development abilities.
• Innovative problem‑solving judgment and decision‑making skills.
• Ability to create and execute action plans for self and others.
• Proven experience analyzing and improving work processes and policies.
• Excellent customer service orientation, pressure handling, and professional communication.

Required skills

• Computer operating systems (user‑level proficiency)

What we offer

• Opportunities for professional growth within a dynamic call‑center environment.
• Recognition and reward programs aligned with performance.