Contact Center Supervisor ATC

Stori Card - MX
Mexico
MXN 200,000 - 400,000
Descripción del empleo

Tasks and responsibilities:

Supervise, monitor deliver feedback to the Team, develop
individual action plans for the agents within based on AOPs or general performance. Identify the
areas of opportunity based on KPIs requirements then set up and build an action plan that is
adequate to the agents and Teams overall performance. The Supervisor will be responsible to
work with his/her peers in order to meet and exceed the expectations on the KPIs.


Required hard/soft skills for internals:


- Meet or exceed the performance requirements (85% or above) for the last 3 months.
- Basic knowledge about the Mexican Financial System or Credit card institutions.
- Strong understanding of company products, policies, and services.
- Courteous with strong customer service orientation as evaluated in the interview process.
- Strong communication skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Basic knowledge of Excel/Sheets
- Multitasking skills, problem solving, management of organizational priorities
- A results-oriented approach
- Ability to work under pressure
- Should have excellent problem solving and negotiation skills.
- No written warnings due to low performance or any other critical situations
- Great adaptability to consistent changes
- Have a positive attitude and be a good Team player


Required hard/soft skills for Externals:


- Language: English Level B2 or higher
- + 6 months of proven experience as a supervisor of a contact center
- Knowledge & Experience working with the support Teams such as Quality & Training
- Basic knowledge about the Mexican Financial System or Credit card industry.
- Courteous with strong customer service orientation as evaluated in the interview process.
- Strong communication skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Multitasking skills, problem solving, management of organizational priorities
- A results-oriented approach
- Ability to work under pressure
- Excellent problem solving and negotiation skills.
- Great adaptability to consistent changes
- Have a positive attitude and be a good Team player

Responsibilities:


- Assist his/her Team assigned with any questions on real time to resolve the calls
- Train and provide feedback based on performance
- Monitor daily calls and deliver the feedback within the time required (24-48 hours)
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures
- Become the best Team Player and keep staff motivated
- Measure performance with key metrics such AHT, Quality, CSAT, Etc...
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems or change management produces
- Prepare monthly/annual results and performance reports if needed.

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