Call Center Supervisor

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 requi...