Job Description Summary The Call Center Supervisor leads a team of direct reports at Inhabit’s Hermosillo, Mexico office and works closely with US‑based supervisors to provide consistent leadership throughout the ePremium Call Center. This position reports directly to the Call Center Manager. What You’ll Do (Functions & Responsibilities) Manage a team of assigned Bilingual Call Center Leads and Call Center Representatives, including mentorship and coaching when appropriate Conduct quality assessments and training Assist with escalations via call, chat, and/or email Stay up to date on procedures/protocol changes and communicate updates to the team Answer questions from Call Center associates with accuracy via internal group chat Provide feedback and insight to leaders with a focus on customer experience Provide ideas to leaders with a focus on continuous improvement May be required to handle inbound/outbound calls, chats and emails from residents and/or insureds May be assigned ad hoc projects Qualifications (Minimum Qualifications) 3 years experience as a customer service representative Demonstrated professionalism with other associates and departments Proficiency with all CSR responsibilities Fully trained to service all queues Full access and training on all CSR‑related technology platforms Punctual attendance record including breaks and lunches Examples of self‑development Encourages and assists team members in difficult situations Bilingual Spanish speaking experience required Education Requirements High School Diploma Higher education a plus CSR Certifications a plus Type Full Time Location Hermosillo, Mexico We have an in‑office work style, with most team members working in the office from Monday to Thursday and remotely on Friday Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants. #J-18808-Ljbffr