Inbound Engagement Center Manager

Siemens Energy; Buenos Aires; Presencial; ARS 72.612.000 - 101.658.000; Jornada completa

Descripción de la vacante

A global energy company seeks an experienced supervisor for its Engagement Contact Center in Buenos Aires. This role involves overseeing daily operations, managing training programs, and ensuring high standards of customer service. Candidates should have a Bachelor's degree and at least 3 years of supervisory experience in a call center environment. The position offers the opportunity to influence team performance and contribute to the company's success, making a tangible difference in the customer experience.

Formación

• Minimum 3 years' supervisory experience in a call center environment.
• Experience in customer service and telephone etiquette.
• Knowledge of call center operations and processes.

Responsabilidades

• Supervise day-to-day operations of the Engagement Contact Center.
• Interview, select, and train call center representatives.
• Monitor representatives to ensure adherence to scripts.

Conocimientos

Supervisory experience

Customer service etiquette

Knowledge of call center operations

Educación

Bachelor's degree

Descripción del empleo

Overview

You provide the vision, set the pace and inspire success.

Responsibilities

• Supervise the day‑to‑day operations of Engagement Contact Center programs and assist in growth and development of the department.
• Interview, select, train and support/coach full‑time and temporary Engagement Center representatives.
• Monitor telephone representatives regularly to ensure calls are handled properly and scripts are followed (including call activity and volume reporting).
• Manage training programs (internal and external) and monitor Engagement Center representatives' participation and adherence.
• Assist in establishing KPIs and manage staff to them.
• Manage project operations within the call center to meet client expectations, and act as department contact for all client issue escalations.
• Supervise call volume activities and production to ensure maximum efficiency.
• Create and provide reporting including, but not limited to, call volume, call success rate, hours used per program, expected completion dates, trending, feedback, and agent adherence.

Job Requirements

Essential Requirements

• Bachelor's degree.
• Minimum 3 years' supervisory experience in a call center environment.
• Knowledge of call center operations and processes.
• Skill in telephone and/or customer service experience and etiquette.

Desired Requirements

• Experience developing user level software requirements.
• Knowledge of inbound and outbound call center programs.
• Ability to effectively coach and motivate a team to meet expectations.

Why Syneos Health?

Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you're empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game‑changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world.

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