Banamex Service Supervisor Contact Center Priority

Responsibilities

• Supervise a Customer Service and Sales team (typically up to 25 telephone executives) and act as a team leader.
• Evaluate staff performance and provide recommendations regarding promotions, pay increases, hiring, or terminations.
• Monitor team metrics including call volume, abandonment rates, customer satisfaction, service levels, and financial product placement.
• Provide continuous coaching and feedback to team members to improve individual and collective performance.
• Handle escalated customer calls and provide effective resolutions to complex needs.
• Identify and escalate training needs and process improvement opportunities within the contact center.
• Ensure all team activities comply with company policies, procedures, and regulatory requirements.

Requirements

• Bachelor's degree or equivalent experience.
• Minimum of 2 years of experience in contact center operations.
• Proven experience in inbound and outbound contact center management.
• Experience in personnel management, team leadership, or sales management.
• Conversational English fluency is mandatory.
• Intermediate proficiency in Microsoft Office.
• Full availability to work shifts between Monday and Sunday.

Preferred Qualifications

• Previous experience as a Team Leader or Supervisor in the financial sector.
• Strong analytical thinking and problem-solving skills.
• High emotional intelligence and conflict management abilities.

About the Company

Citi is a global leader in financial services, providing a wide range of banking, investment, and consumer services to clients worldwide. We are committed to professional growth, diversity, and maintaining the highest standards of ethical conduct and regulatory compliance.