Operations Supervisor/Team Leader - Bilingue C1

Descripción de la oferta

1. Team Management
a. Lead and motivate a team of agents to meet and exceed individual and team performance goals
b. Conduct regular team meetings to review performance, discuss updates, and set expectations
c. Address team issues and resolve conflicts professionally to maintain a positive work environment
2. Performance Monitoring
a. Monitor agent performance in real-time, using metrics like call handling time, customer satisfaction, and
adherence to schedules
b. Conduct regular performance evaluations, one-on-ones, and coaching sessions to drive agent
improvement
c. Provide constructive feedback and set achievable goals to support agents in meeting performance
standards
3. Quality Assurance
a. Ensure the team adheres to quality guidelines and customer service protocols
b. Review calls, emails, and chats to ensure quality and compliance with client requirements
c. Coordinate with the quality assurance team to address any identified gaps and improve service delivery
4. Escalation Handling
a. Handle escalated customer issues and work to resolve them promptly and effectively
b. Act as a point of contact between agents and higher management for any operational concerns
5. Reporting and Documentation
a. Prepare and deliver reports on team performance, KPIs, and improvement plans
b. Maintain accurate records of team attendance, achievements, and disciplinary actions as needed
6. Process Improvement
a. Identify and suggest operational improvements to enhance efficiency and quality
b. Participate in strategy meetings with other team leaders and management to align on best practices

Requerimientos

• Educación mínima: Educación media superior -Bachillerato General
• 2 años de experiencia

Palabras clave: operaciones

Ayer (actualizada)

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