Contact Center Supervisor

About the role

We are seeking a results‑driven Contact Center Supervisor to oversee regional contact‑center operations for Mexico and Colombia. Reporting to the CX Manager, you will act as the main point of contact for external vendors, ensuring service‑level compliance and continuous improvement.

Key responsibilities

• Monitor day‑to‑day contact‑center performance across Mexico and Colombia, tracking KPIs such as Service Level, AHT, NPS, resolution and abandonment rates.
• Serve as the primary liaison with external contact‑center vendors, holding partners accountable to contractual service levels.
• Conduct performance audits, follow‑ups and support Performance Improvement Plans when needed.
• Develop and refine processes, procedures, scripts, manuals and flowcharts, and support training for new product launches.
• Analyze historical data to identify trends, support sales initiatives, and contribute to forecasting, reporting and operational planning.

Required profile

• Bachelor’s degree in Business Administration, Industrial Engineering, Human Resources, Marketing or a related field.
• Minimum 3 years of contact‑center operations experience, with at least 2 years leading or coordinating CX teams or vendors.
• Proven ability to manage and monitor contact‑center KPIs.
• Intermediate to advanced English proficiency and strong analytical, organizational and stakeholder‑management skills.

Required skills

• Microsoft Excel – intermediate to advanced.
• Power BI – experience preferred.