Jobs Paraguay

Inbound Call Supervisor (Intern/Trainee)

Job Title	Inbound Call Supervisor (Intern/Trainee)
Employer	Venus Legal
Adress: Country	Paraguay
Address: City	Luque
Work type	Flexible
Expected Salary	13116620 PYG
Posting Date	Tue Jun 10 2025
End Date	Mon Jun 23 2025

Description:

We’re scaling fast and looking for a Call Center Supervisor who’s not afraid to lead from the front — headset on, sleeves rolled up. You’ll guide a team of agents who talk to real people every day — sometimes stressed, sometimes upset, always in need of clarity. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll help build the culture from the ground up — feedback loops, rituals, check-ins, all shaped by your leadership. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll analyze call center KPIs, prepare performance reports, and implement corrective actions where necessary. You’ll be the first to notice a script that doesn’t work, a system that slows agents down, or a bug that causes five tickets a day. You’ll make real-time decisions when managers aren’t around — and we’ll trust you to get them right. You’ll celebrate progress, not just outcomes — and you’ll make room for growth, mistakes, and getting better every week. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Ensure agents adhere to compliance standards (e.g., PCI, HIPAA, GDPR) and handle customer data securely.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.
• Analyze call metrics and agent dashboards using software like Five9, Talkdesk, or Zendesk to track trends and identify improvement areas.
• Encourage agent feedback and involve the team in testing or refining new scripts, tools, or approaches.
• Assist with onboarding and training of new agents—ensuring they understand product knowledge, tools, tone, and internal systems.

Preferred:

• Familiar with call center software and CRM tools such as Zendesk, Five9, Talkdesk, or Salesforce.
• Understands how to implement standard operating procedures and ensure policy compliance.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.
• Willing to organize training sessions, quality assurance reviews, and performance evaluations.
• Background or interest in customer service leadership, team operations, or support strategy.

Benefits:

• You're not “just a supervisor” — you're the coach, the calm during chaos, and the reason the team shows up with confidence.
• Your coaching will shape how agents handle tone, tough questions, and follow-through.
• Access to software like Zendesk, Talkdesk, Salesforce, and QA dashboards — plus performance tools that make sense.
• You’ll track quality, consistency, and morale — and help your team improve across the board.
• Lead remotely or onsite in a role where your guidance directly shapes team performance and customer satisfaction.

You’ll collaborate with QA and training to make sure your people have the tools and confidence they need. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll coach with consistency, manage with heart, and set expectations that are high but fair. You’ll thrive in ambiguity, act fast when needed, and keep the energy steady even during messy launches. You’ll manage escalated situations with tact, empathy, and a solutions-first attitude that reflects our brand values. You’ll help shape a customer support culture that’s fast, friendly, and always aiming higher. If you believe leadership is about presence, clarity, and care — we want you leading this team. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.