FBS Contact Center Supervisor

Our Client, a leading US insurer with over $25 Billion in gross written premiums, seeks a Contact Center Supervisor to lead a team in Mexico City.

Job Summary Supervise team members to maximise positive customer experiences, focusing on risk acceptability guidelines and profitable business results. Lead team members to achieve company results, communicate company strategies, and monitor team understanding. Analyse individual team member performance to maintain risk selection and financial control integrity. Inspire, develop, and mentor team members.

Key Responsibilities

• Monitor team performance, including customer experience, work product quality, efficiency, and compliance.
• Create and implement plans to improve team performance and develop individual skill sets.
• Ensure team members meet performance goals and provide regular performance feedback.
• Interact with customers, respond to inquiries, and partner with leaders to develop improvements.
• Maintain up-to-date knowledge of procedures, methods, and regulatory requirements.
• Participate in training and development courses to expand product/system/process knowledge.

Requirements

• High School Diploma or equivalent required; Bachelor's degree preferred.
• 2+ years of experience as a Call Center Supervisor or similar role, preferably within Customer Service.
• Fluent English.
• Availability to work on-site.

Benefits

• Competitive salary and annual performance-based bonus.
• Comprehensive benefits package, including grocery vouchers, saving funds, and private health insurance.
• Dynamic and inclusive work culture within a globally renowned group.
• Training and development opportunities.