Customer Service Supervisor – Contact Center - Customer Service Supervisor – Contact Center

We’re Hiring: Customer Service Supervisor – Contact Center
Panama City, Panama | On-site | Full-time
USD $1,800 – $2,000 per month

Are you a natural leader who loves coaching teams and delivering outstanding customer experiences? We’re looking for a Customer Service Supervisor to lead our contact center team and help us serve our B2B and B2C clients with excellence.

What you’ll do:
Lead daily contact center operations: schedules, attendance, and workload
Monitor and improve KPIs: service level, AHT, first-contact resolution, quality, and CSAT
Coach agents through call monitoring, quality reviews, and one-on-one feedback
Handle escalated cases and complex client situations
Prepare performance reports for management
Train new agents and support onboarding
Drive process improvements with sales and operations

What we’re looking for:
University studies or a bachelor’s degree (Business, Marketing, Communications, or related)
3 to 5 years of experience as a Contact Center Supervisor
Advanced English (C1+) and fluent Spanish, spoken and written
Proven experience managing KPIs, quality, and team performance
Skills in CRM, contact center platforms, and Microsoft Office or Google Workspace
Availability to work on-site in Panama City

Who you are:
A leader and coach • A clear communicator in English and Spanish • A problem solver • Results-driven • Organized • Customer-focused


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-Requerimientos- Educación mínima: Universidad
3 años de experiencia
Idiomas: Inglés
Edad: entre 30 y 40 años
Palabras clave: servicio, service, residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan