Location
metepec, metepec, Mexico
Posted
July 09, 2026
Job Description
Responsibilities
- Supervises a medium size team that either handles escalation calls, performs call monitoring/scoring for an area (typically up to 25).
- Evaluates and resolves exceptional/unusual situations.
- Deals with variable quality issues with potentially broader business impact.
- Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, and adequate staffing.
- Applies good understanding of procedures and concepts within own area and a basic knowledge of how own area integrates with other areas.
- Ensures the quality of tasks provided by self and others on team.
- Impacts the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results.
- Developed communication to exchanges ideas and potentially complex/sensitive information. May act as backup for manager.