Supervisor Call Center

Descripción de la oferta

SUPERVISOR QUALITY
Conditions
  - Schedule: 46h per Week
 - Days off: based on ops needs
 - Work at home: Not available

Responsibilities:
Conduct regular call audits, identify areas for improvement and provide constructive feedback to agents 1.2 Colaborate with training teams to ensure continous upskilling and knowledge sharing. 1.3 Evaluate call quality to guarantee adherenceThe supervisor is in charge of coordinating, directing, and supervising the activities of the agents in operation and Administrative Support.
Ensure disclosure, understanding, and compliance of all objectives, internal policies, internal regulations campaigns and company.
Attend and clarify all the questions and doubts of the agents in a timely manner.
Identify operational problems and suggest possible improvements.
Monitor and evaluate the performance of the personnel in charge, providing learning opportunities or training, and taking corrective measures, as necessary.
 Guarantee the fulfillment of goals and good performance of personnel in charge based on the goals and policies of the bell
 Preparation and analysis of reports and reports, standards campaign or requested by your direct boss opportunity.
 Work as a team with other supervisors and members of the team in the implementation, planning, and execution of strategies or action plans in the improvement of continuous performance of the campaign in general and  the personnel in charge.
Understand and attend to the clients needs, offering timely solutions and support.
Organize and coordinate the schedules of the staff in charge.
Supervise the personnel in charge of the campaign or assigned campaigns.
Carry out general and individual daily monitoring, weekly, monthly, quarterly, and yearly performance and performance of contractual and internal metrics.
Comply with all the objectives and goals of the team/personnel in charge of the assigned campaign.
Preparation and follow-up of prenomina of the personnel to post
 Attend all escalations in a timely manner made by the contractual customer or the end customer via the phone, email, text messages, or chat.
Respond in a timely manner to all calls from the supervisor.
Development of labor competencies and skills personnel in charge.

Requerimientos

• Educación mínima: Bachillerato / Educación Media
• Idiomas: Inglés

Palabras clave: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, callcenter, teleoperador, telefonista, telephonist, telefonico

Ayer (actualizada)

Acerca de Contact Point 360 S.A.S

Over 16+ years of our customer experience, BPO, technology, and consulting experience, we endeavor to deliver result-centric customer care services across industries. Whether it’s the tech, telecom, healthcare, or travel and hospitality industry, we excel in providing exceptional CX services through an outcome-focused and customer-centric approach.

Salarios