Call Center Lead

Elife; A distancia; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A global transportation startup based in Mexico is seeking a Call Center Supervisor with over 5 years of experience in customer support management. The ideal candidate should possess excellent communication skills, strong organizational talent, and be proficient in MS Office, particularly Excel. This role involves supervising daily operations, providing feedback to agents, and enhancing customer satisfaction through effective service procedures. The salary ranges between $18,000 and $28,000 MXN per month with an emphasis on problem-solving in a remote work setting.

Formación

• 5+ years of experience as Customer Support Shift Manager.
• Experience in enterprise company, preferably in tourism.
• Experience leading a small team handling customer service.

Responsabilidades

• Supervise calls to provide feedback to customer support reps.
• Maintain accurate records and document customer service activities.
• Implement an effective customer loyalty program.

Conocimientos

Problem-solving

Communication skills

Organizational talent

Team player

Educación

Bachelor's degree or equivalent

Herramientas

MS Office (especially Excel)

Descripción del empleo

A fast-growing start-up headquartered in San Francisco, CA, USA in the heart of Silicon Valley.

We recruit worldwide as our customer base is global.

All employees outside San Francisco headquarter work remotely.

Elife is a Startup developing innovative technology in the passenger transport industry, providing any type of ground transportation worldwide, including Group / event transportation, NEMT transportation, senior and disability transportation, pet relocation, bilingual driver for non-English speak clients.

Our market is the world.

Our customers are everywhere.

Our platform and apps are built on the cloud.

We have endless exciting problems to solve, and we only use the best and latest technology.

Call Center Supervisor

• Main responsibilities _
• Provide SOP training to new employees according to policies and procedures
• Supervise calls during shift to provide correct feedback to customer support rep
• Supervising day-to-day operations in the customer service department.
• Responding to customer service issues in a timely manner.
• Creating effective customer service procedures, policies, and standards.
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Implementing an effective customer loyalty program.
• Maintaining accurate records and documenting all customer service activities and discussions.
• Assessing service statistics and preparing detailed reports on your findings.
• Hiring and training new customer service agents.
• Staying informed on the latest industry techniques and methods.
• Continues improvement regarding policies and procedures for CS department.

Mains qualifications

• 5+ years of experience as Customer Support Shift Manager
• Bachelor's degree or equivalent
• Experience in enterprise company (tourism prefer)
• Experience leading, advising, and making decisions on major customer service activities for a medium-small team with a medium-sized customer base.
• Experience managing people strategically
• You enjoy being the problem solver.
• Customer service is your priority.
• You are a communicative team player
• You have an independent, autonomous, and structured way of working and think in a solution-oriented manner
• You are a strong organizational talent and set the right priorities
• You are quick on the uptake and have an analytical approach to new tasks and problems
• You can use MS-Office, especially Excel, in your sleep
• You have a very good communication on English
• Required skills _
• Native / professional English skill, :
• Great nice and friendly communication skills,
• Own a laptop / desktop computer,
• Agree with 6-day work weeks, :
• A fast learner.

Salary $18,000 MXN + 10,000 KPI monthly base

Salary : $18, - $28, per month

COVID-19 considerations : Home office

Application Question(s)

• Are you confortable working 6 days a week?

Experience

• Lead Call Center : 3 years (required)

Language

• English (required)

Work Location

One location