Customer Service Supervisor - Call Center

Customer Service Supervisor – Call Center

Location: On-site.

Address: Blvrd Gral Rodolfo Sánchez Taboada 9551, Zona Urbana Rio Tijuana, 22010 Tijuana, B.C.

We 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 handling customer service and loan processing, ensuring optimal performance, quality compliance, and operational excellence in accordance with client expectations.

Key Responsibilities

• Prepare and analyze weekly productivity reports.
• Handle high-level escalations (customer disputes, declined applications, complaints)
• Partner with QA and Training teams for continuous improvement
• Coordinate calibration sessions with agents by reviewing calls and sharing best practices.
• Provide regular feedback (weekly or as needed) to team members regarding performance, compliance, and areas of opportunity.
• Follow up on administrative matters such as permits, medical leave, and documentation requests.
• Support hiring, onboarding, and workforce planning
• Conduct screening interviews for agent selection within assigned lines of business.

Required Skills & Competencies

Leadership & Strategy

• Strong experience managing multi-team operations
• Ability to drive both performance and compliance simultaneously

Operations Management

• Experience in financial services, loan processing, or fintech support
• Understanding of handling financial data
• Ability to ensure teams follow strict verification and documentation processes
• Ability to communicate with clients, leadership, and cross-functional teams

Qualifications

• High school diploma or equivalent (preferred).
• 2+ years in call center/customer service operations
• 1+ years’ experience in leadership role
• Experience in loan processing, financing, banking, or collections (preferred)
• Experience with CRM systems and reporting tools
• English level: B2 (Intermediate).

What We Offer

• Growth: A great work environment that fosters professional development.
• Wellness: On-site clinic access.
• Security: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).

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

REDIAL BPO will never request any type of payment during the recruitment process, including applications, interviews, or job placement. If you are asked for payment by anyone claiming to represent REDIAL BPO, please consider it fraudulent and report it immediately.