Customer Service Supervisor
Location: Antara, CDMX (hybrid scheme)
Schedule: 08:00 a.m. to 08:00 p.m., rotating weekly rest days
Modality: Hybrid
English: Intermediate (indispensable)
Job Objective
Supervise Customer Service operations, ensuring compliance with indicators, service quality, and timely case resolution, guaranteeing an exceptional experience for policyholders, agents, and medical providers.
Main Functions
- Supervise and coordinate customer service and call center teams.
- Manage incidents, special cases, and operational escalations.
- Monitor calls, emails, chats, and cases to ensure service quality.
- Analyze operational indicators and generate action plans to improve results.
- Train and develop the team in processes, tools, and best practices.
- Ensure compliance with service levels and response times.
- Identify opportunities for operational, administrative, and technological improvement.
- Follow up on operational risks and ensure the correct resolution of cases.
- Coordinate activities with different areas to guarantee timely solutions.
Indispensable Requirements
Education
Completed Bachelor's degree.
Experience
- Minimum 3 years in Call Center team supervision.
- Experience leading customer service teams.
- Desirable experience in the insurance sector.
- Experience in analysis and monitoring of operational indicators.
Technical Knowledge
- Office 365.
- Genesys ACD.
- CRM (Customer Relationship Management).
- Management of operational indicators and performance metrics.
Competencies
- Critical thinking.
- Results orientation.
- Analytical capacity.
- Decision making.
- Problem solving.
- Effective communication.
- Leading teams
English
Intermediate level indispensable for assisting users who communicate in English.
Indicators to manage
- Adherencia
- Ocupación
- TMO
- Nivel de servicio
- FCR
- TTR de quejas
- CSAT
- NPS
- CES
Application
Important: This position is oriented towards candidates with verifiable experience leading call center and customer service teams. Please apply only if you meet the requested experience and knowledge requirements.-Requirements- Minimum education: Upper secondary education -Bachillerato General 1 year of experience Keywords: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, service, costumer, cliente