Customer Service Supervisor – Cancun

About the role

ONE is expanding its state‑of‑the‑art contact centre in Cancun and is looking for a Customer Service Supervisor to lead a team of call‑center agents. You will be responsible for hiring, training, motivating and supervising staff to ensure world‑class service and optimal centre performance.

Key responsibilities

• Assign daily tasks and monitor agent progress.
• Use data and KPIs to track performance and produce weekly, monthly and annual reports.
• Collaborate with executive leadership to set weekly, monthly and yearly targets.
• Provide constructive feedback, coaching and motivation to improve efficiency.
• Recruit new agents through referrals and referral campaigns.
• Participate in training, onboarding and ensure new agents have required tools.
• Document escalations and prepare time‑sensitive performance reports.
• Teach customer service, sales, marketing and communication best practices.

Required profile

• Previous call‑center management experience.
• Strong leadership, mentoring and team‑building abilities.
• Excellent listening, written and verbal communication skills.
• Effective problem‑solving, decision‑making and organizational capabilities.
• High attention to detail and accuracy.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using CRM software and client databases.