Call Center Supervisor

Description

Job Summary: We are seeking a passionate Head of Call Center who is data-driven, committed to service quality, and skilled in team management to design and structure our customer service operations. Key Highlights: 1. Lead customer service operations at a growing fintech. 2. Design and optimize customer service scripts and case resolution workflows. 3. Opportunity for real impact and professional growth. At ParceFin, we are a rapidly growing fintech focused on transforming our customers’ financial experience. We are currently in the early stage of operations and are looking for an operationally driven leader—passionate about data, service quality, and team management—to lead our contact center. We seek a Head of Call Center responsible for designing and structuring the customer service team’s operations. Their primary focus will be creating scripts, monitoring metrics and quality, tracking agent performance, and managing databases and operational reports for decision-making. Responsibilities * Design and optimization: Create, update, and continuously improve customer service and case resolution scripts. * Monitor agents’ real-time status and performance. * Update and manage operational reports on call center KPIs. * Analyze trends and deviations against established targets. * Generate timely alerts to supervisors to support decision-making. * Track KPIs such as productivity, attendance, rates, classification times, and disconnection times. * Manage databases for generating reports and KPIs. * Provide feedback to supervisors regarding operational performance. * Efficiently supervise ticket management and resolution. * Prepare and present weekly reports to management. Requirements * Minimum experience: At least 1 year in a similar role (supervision, coordination, or management of a call center), preferably within the fintech or banking sector. * Technical competencies: Solid experience handling tickets, controlling quality metrics, analyzing data, and managing databases. * Languages: English required exclusively for communication with supervisors or management (daily operational work is conducted in Spanish). Competencies * Analytical ability: Proficiency in interpreting databases, identifying trends, analyzing KPI deviations, and translating data into operational decisions. * Organization: Strong sense of structure and planning to manage weekly reporting, monitor multiple real-time KPIs, and coordinate operations in an early-stage company. * Effective communication: Clear ability to provide feedback to supervisors, draft reports, and communicate with management (in English). * Dynamism: Agility and proactivity to respond to challenges inherent in a growing fintech, adapting quickly to business changes and evolving needs. Benefits * Competitive base salary \+ commission scheme with a ceiling of up to 5 million COP. * All statutory benefits. * Opportunity for real impact and professional growth within a fintech launching its operations. Workplace: On-site employment