Descripción de la Oferta

-Manages daily operations and productivity of the campaign (e.g. Attendance, Attrition, Adherence, VL, Overtime, Queue, Team Meetings, etc.)
-Attends training/refresher to be updated on product information and to ensure quality
-Prepares and communicates work schedules to Team Leaders
-Ensures the efficient delivery of services and product information to all existing and prospective clients
-Handles escalations from team members to resolve customer issues and concerns, which are beyond the agent's authority to resolve
-Supervises the receipt, tracking, response, and resolution for all inquiries and complaints
-Collaborates with the Quality team to provide directions regarding program's performance such as Quality scores, outliers, opportunities, etc.
-Collaborates with various departments and clients during meetings (incl. Synergy, Quality and Client Calibrations and other weekly meetings) to ensure the team’s alignment with processes, product updates, and action plans
-Works with the Training team regarding the development and design of Training programs to improve campaign's performance
-Develops open lines of communication between supervisors, customer service representatives, and other units/ divisions
-Presides and/or attend meetings and discussions such as Calibration, Focus Group Discussion, Business Reviews, Synergy Meetings, Operations Meeting etc. in order to facilitate the completion of group goals
-Coordinates HR related concerns such us Time Report, Attrition Gauge, Disciplinary actions, HR forms, Disputes, etc.
-Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients
-Corresponds with and generate reports for the clients with all regard for style and language
-Reviews the performance of the team ensuring that campaigns meet set goals or key performance metrics
-Implements established company and departmental policies, goals, objectives, and procedures conferring with the immediate superior and staff members as necessary
-Creates action plans according to the group objectives to consistently improve metrics and achieve the campaign's goals
-Analyzes the campaign's performance using different tools to come up with production history, trends, and organizational conditions for program/campaign review
-Reviews processes/procedures to develop process improvement projects in line with the group's/department's strategy to continually improve on customer service
-Communicates organizational and developmental changes, and manages team expectations
-Decides in a timely manner and within approved level of authority
-Prepares monthly scorecards and performance appraisals of Team Leaders, ensuring timely submission of subordinates' performance reports
-among others.

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes