Call Center Supervisor

hace 4 días

Guadalajara, Jalisco, México Call Centre Doctors A tiempo completo

About The Call Center DoctorsWe build and run high-performing outbound teams. Our main lanes are roofing and solar (storm, retail, inspections). Since 2021, we've launched 100+ builds across industries—over 1,000 representatives dial daily from centers we've designed. We operate on character, integrity, and accountability—ego has no place on the line. We're now hiring elite Call Center Supervisors—fast, tech-savvy, KPI-driven leaders who can coach, perform, and deliver results in real time.The RoleYou'll manage a team of 5–15 Appointment Setters, drive KPIs, run QA, and act as the bridge between the floor and the client. You'll be both strategic and hands-on—ready to jump on calls, lead by example, and keep production tight.Key ResponsibilitiesPerformance & KPIs: Monitor daily dials, contact rate, set rate, and show rate. Diagnose trends and act immediately.Team Leadership: Run daily huddles and 1:1s, stack-rank your team, and create accountability with clarity.QA & Coaching: Conduct live call monitoring, whisper/barge sessions, and calibration. Turn feedback into measurable improvements.Dialer Operations: Manage VICIdial campaigns, caller IDs, list mixes, drop-rate control, and time-zone compliance.Data Health: Enforce clean dispositions, follow-ups, and reporting accuracy across all reps.Client Interface: Serve as the primary contact for campaign updates, reports, and escalations.Process Optimization: Maintain and improve SOPs, trackers, and QA systems.AI & Automation: Use GPT/automation for QA notes, scripts, and reporting within compliance (RGPD/GDPR).What You BringRequired3+ years in outbound cold calling, appointment setting, or outbound sales.Proven growth from Agent → Team Lead → Supervisor in a BPO or call center environment.KPI & analytics mindset: you use data to coach, forecast, and fix.C1/C2 English fluency, clear and professional tone—no heavy accent.Tech-savvy with CRMs, reporting tools, and dialers (VICIdial preferred).Confident with live coaching, QA audits, and team development.Client-facing presence: authoritative, articulate, and calm under pressure.Experience in remote team management and structured accountability systems.AI literacy: comfortable using GPT tools for reporting, QA, and productivity.Project-management mindset: timelines, ownership, follow-through.Technical RequirementsComputer: Windows or Mac (no Chromebooks, Linux, or tablets)RAM: 16 GB +Internet: 50/50 Mbps +, ping < 50 ms (wired to router, no Wi-Fi/tethering)Audio/Video: USB headset, quality camera, professional lightingWhat We Offer$10USD/hour (DOE) + Paid Training + OT OpportunitiesCareer Tracks: Operations Manager, Client Success Manager, Director-level growthPerformance-based culture: accountability, data, speed, and resultsSupportive leadership: we build leaders who build teamsJoin a company scaling to $10M+—where leadership, discipline, and performance define the culture.

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