DirecciónMain duties
- Provide coaching, mentoring, and training to team members to ensure they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
- Reallocate & assign Salesforce cases to agents as needed.
- Monitor Pod's business performance, as you will be held accountable for the SLA's, AHT, and KPI's.
- Real-time agent call listening and call screen flagging to QA for analysis.
- Follow up and ensure that agents take re-training courses recommended by QA.
- Call handling during outages or staff shortages as well as call escalations.
- Collaborate with other teams, such as training, quality assurance, and workforce management to ensure consistent and effective customer service delivery.
- Conduct regular team meetings and provide updates on company policies, procedures, and product updates.
- Provide agent performance kudos & disciplinary action recommendations to Client Experience Manager.
- Provide feedback & visibility to Manager into daily field operations by identifying trends and potential opportunities for improvement.
- Promote collaborative culture within assigned pod (agent ambassador).
- Participation of new hire candidate selection.
- Exposure & limited participation in disciplinary action meetings.
- Submit Help Desk requests (Password Resets, Hardware / Software Requests, etc.).
- Perform other duties as assigned by Client Experience Manager.
Skills & knowledge
- Supervisory Skills: Ability to understand the importance of the position, as well as to communicate instructions with ease which must be oriented to the fulfillment of the established objectives.
- Flexibility: Ability to adapt to different and varied situations, as the operation changes.
- Analytical thinking and problem solving: Ability to section a situation, establishing cause-effect relationships and recognizing its possible consequences.
- Crisis management: Ability to identify and manage situations of pressure, contingency, crisis, among others, without sacrificing the effectiveness of operations.
- Effective communication: Ability to exchange ideas with others through active listening, as well as to inform through a fluent and clear language to customers and collaborators.
- Service orientation: Willingness to be helpful to customers and colleagues; working as part of a team, asking for help on occasion and collaborating to achieve objectives.
- Results oriented with quality: In order to channel efforts to meet and exceed results, in a timely manner, prioritizing multiple tasks in a high demand environment, demonstrating professionalism.
- Proficient in internal IT applications such as Hub, Salesforce, Talkdesk.
PREVIOUS EXPERIENCE REQUIRED
- Minimum one year of experience using a POS (Point of Sale) software in the service industry.
- Minimum one year working in a call center, customer support, or related field.
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack, desirable.
-Minimum of one year of prior experience with SpotOn, desirable. -Minimum of six months within current department, desirable. EDUCATION / PROFESSIONAL TRAINING REQUIRED
- High School Diploma.
LANGUAGES AND LEVEL OF PROFICIENCY
- Spanish
- Native or as a second language.
- English
- Native, Advanced Cambridge Level C1 or C2.
Excellent written English skills. WORKING TERMS
- Must be able to remain in a sedentary position a minimum of 50% of the workday and up to 90% of the same workday.
- The ideal candidate needs to occasionally move within the office to access meeting rooms, areas with which they collaborate with others, and/or to utilize office machinery, etc.
- Occasionally lifts and carries office equipment weighing up to 12 kilograms.
- Must have the psychomotor skills necessary to operate computer equipment and work terminals assigned to the position.
- Must have the skills to work on different tasks and projects simultaneously.
- Must utilize headsets and computing devices for 100% of the workday for incoming and outgoing calls.
If you believe you meet the above requirements and are looking for an exciting opportunity in the customer service field, we invite you to apply. We look forward to receiving your application J-18808-Ljbffr
Engineering
