Contact Center Supervisor

About the role

ManpowerGroup Caribe y Centroamérica is looking for a results-driven CS Contact Center Supervisor to oversee and support the day-to-day performance of regional Contact Center operations. Reporting directly to the CX Manager, this position monitors operations across Mexico and Colombia and supports customer interactions through voice and chat channels, as well as Sales initiatives. The position has no direct reports and serves as the main point of contact for external Contact Center vendors.

Responsibilities

• Oversee day-to-day Contact Center operations and follow up on operational performance across Mexico and Colombia.
• Serve as the main point of contact for vendors, maintain effective communication, and hold partners accountable for agreed service levels.
• Monitor Service Level, AHT, NPS, Resolution Rate, abandonment rate, and other operational metrics.
• Conduct performance follow-ups and audits, and support Performance Improvement Plans (PIPs) when necessary.
• Ensure vendors meet contractual commitments and identify opportunities to exceed business and customer expectations.
• Develop and improve processes, procedures, policies, scripts, manuals, and process flowcharts.
• Support training for new product launches and operational changes.
• Analyze historical performance data to identify trends and opportunities for improvement.
• Support Sales initiatives through Contact Center operations.
• Participate in innovation, efficiency, and continuous improvement projects.
• Support forecasting, reporting, and operational activities.

Datos clave

• The contract is indefinite.
• The schedule is Monday to Friday, 9:00 a.m. to 6:30 p.m.
• The position has no direct reports and serves as the main point of contact for external Contact Center vendors.