Supervisor of Contact Center

We are an international fintech company specializing in the online lending market, and we are looking for a Supervisor of Contact Center to lead our team of operators, ensure KPI achievement, and contribute to the development of our people and processes.
 

We are looking for a candidate with experience in team management and sales, strong analytical skills, leadership abilities, and a results-oriented mindset. In this role, you will not only monitor performance indicators but also identify opportunities for improvement, analyze team results, and help operators reach their full potential.
 

What We Offer

• Competitive salary with opportunities for growth based on team performance and KPI achievement.
• A transparent incentive system based on performance indicators.
• 100% remote work from any location.
• An opportunity to work in an international fintech company.
• The ability to directly influence processes, scripts, training, motivation, and team organization.
• Direct communication with department management and a fast decision-making process.
• Opportunities for professional development and career growth into more senior positions.
• An environment where the supervisor not only monitors results but also develops and motivates people.
   

Your Responsibilities

• Manage and coordinate the team of operators, including task allocation, discipline monitoring, motivation, and performance evaluation.
• Monitor individual and team KPI achievement.
• Listen to calls and ensure compliance with scripts and communication standards.
• Provide regular and constructive feedback to operators.
• Conduct individual coaching sessions and short training sessions for the team.
• Train new operators and develop the skills of existing team members.
• Analyze team performance and identify the reasons for deviations from targets.
• Organize workloads, tasks, and operator shifts.
• Handle complex customer situations and resolve escalations.
• Prepare reports on team performance and results.
• Collaborate with other departments to resolve operational issues and improve processes.
   

Requirements

• Mandatory sales experience, preferably in telephone sales, contact center operations, or commercial management.
• At least 1 year of experience in a contact center, sales, or customer service.
• Previous experience managing teams as a Supervisor, Team Leader, or Senior Operator.
• Spanish proficiency at a minimum B2 level, required for listening to calls, evaluating operator communication, and managing a Spanish-speaking team.
• English proficiency at a minimum B1 level for internal communication and working in an international environment.
• Knowledge of key contact center performance indicators and experience working with KPIs.
• Proficiency in Excel and Google Sheets.
• Ability to analyze results, identify problems, and suggest solutions.
• Strong communication, leadership, and organizational skills.
• A high level of responsibility and the ability to work under pressure and make decisions.
• Ability to provide constructive feedback and support team members' development.
   

It Would Be an Advantage

• Experience in fintech, microcredit, or banking.
• Experience conducting training sessions and coaching.
• Knowledge of motivation and incentive systems for sales teams.
• Experience managing large customer portfolios.
• Knowledge of indicators such as SLA, conversion rate, service quality, and operator productivity.
   

Recruitment Process

1. HR interview.
2. Interview with the department manager.
3. A short technical assessment.
    

If you have sales experience, know how to lead teams, and are motivated by achieving results, developing people, and improving processes, we would be happy to hear from you!