The Contact Center Supervisor is responsible for all day-to-day activities within the inbound call center group -- managing the team and processes to produce the most efficient, effective and highest possible results. This involves effective coaching, development, and performance management of the team, managing call center staff and service coverage, providing solutions when necessary, and building and motivating a top performing team.ESSENTIAL FUNCTIONS:Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner.Monitors employee performance to assure that all goals are achievedTakes corrective action, and counsels employees on performance, attendance and other areas of improvementsPlans, directs and evaluates the workflow, as well as coordinates work activities to achieve expected goalsDevelop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphereHandles and resolves escalated patient calls and inquiriesOn occasions the supervisor will have to fill-in for callers and handle the day-to-day tasksAbility to interpret call center reports on abandon rates, inbound calls, outbound and overall call volumeAbility to derive and coverage needs based on overallcall volumeAbility to interpret call center statistics and adjust levels to handle projected call levelsImplement measurements/KPIs designed to benchmark call center performance**Requirements**:KNOWLEDGE AND SKILLS:Proven leadership skills to effectively develop, lead, inspire and motivate a high performing teamSolid multi-tasking, prioritization and organizational skillsAbility to work in a fast paced, quickly changing environmentAbility to work analytically to identify qualitative or quantitative trends and take appropriate actionExceptional written and verbal communications skillsQUALIFICATIONS:Must have a proven track record of managing high performing teams2 Years supervisory experience (to include direct coaching and counseling)Demonstrated experience handling escalated callers, service issue, and employee conflictsStrong knowledge of Microsoft Office (Outlook, Excel, Word) a mustFluent in English and Spanish**Benefits**:IMSS 100%Vacations (after the first year)Christmas bonusPaid TrainingWeekends offMexican Holidays offIND1You will also be eligible for any additional employee benefits that the company may provide in the future.