DirecciónCUSTOMER SERVICE SUPERVISOR
Qualifications:
- At least 1 year of call center experience leadership/call center agent experience with good potential to be trained as a leader.
- Schedule and transfer to office availability.
- Advanced English level, with outstanding verbal skills.
- Proficient computer/data entry skills.
- Excellent communication skills.
- Effectiveness in teamplay and leadership.
- Problem solving skills and tolerance to frustration.
- Great service attitude, interest in dealing with team members and support them.
- Positive attitude and good work ethic.
- Ability to work under pressure and in simultaneous tasks.
Responsibilities:
- Act as the first point of contact between company leadership and the MX team.
- Perform the job at a consistently high level.
- Train current and new agents to perform the job consistently at a high level.
- Supervise agents and act as a resource on the call floor, providing general support.
- Carry out regular trainings and call reviews with agents.
- Understand and utilize internal metrics to identify personal and team areas of improvement.
- Apply coaching and training based on metrics.
- Hold agents to a high level of accountability in both behavior and performance.
