Licona Insurance Group is a growing insurance agency dedicated to providing best-in-class service to our clients. We are expanding our team in Ciudad Juárez and seeking a Call Center Supervisor to lead and motivate our customer service representatives, ensuring quality interactions and operational excellence.
Responsibilities
- Supervise daily operations of the call center team.
- Monitor call quality, productivity, and adherence to schedules.
- Provide coaching, feedback, and training to representatives.
- Handle escalated customer issues and ensure timely resolution.
- Track KPIs, prepare performance reports, and recommend improvements.
- Collaborate with management to implement policies and meet service goals.
- Maintain a positive and professional work environment.
Requirements
- Previous experience as a Call Center Supervisor or in a leadership role (insurance or financial services industry is a plus).
- Strong leadership, coaching, and communication skills.
- Ability to analyze performance metrics and identify improvement opportunities.
- Problem-solving skills and customer-oriented mindset.
- Proficiency in MS Office (Excel, Word, Outlook).
- Bilingual (Spanish/English).
What We Offer
- Competitive salary based on experience.
- Performance-based bonuses.
- Growth opportunities within a fast-expanding company.
- Ongoing training and professional development.
- Supportive and team-oriented work culture.
Job Type: Full-time
Pay: $16,000.00 - $21,000.00 per month
Work Location: In person
Expected Start Date: 25/09/2025