Detalle de la Oferta

Descripción de la Oferta

ABOUT THIS ROLE
We are seeking a dynamic Call Center Supervisor to lead and organize the daily operations of our call center. This role is essential to ensuring high performance, team development, and exceptional customer service through strategic planning and hands-on leadership.

ROLES & RESPONSIBILITIES
-Manage and direct the daily activities of call center operators.
-Supervise, plan, and coordinate call center functions, campaigns, and training sessions.
-Develop and implement work plans to improve performance and establish measurable goals.
-Conduct call monitoring, coaching, training, and performance reviews.
-Ensure compliance with company policies and operational procedures, including disciplinary actions when necessary.
-Resolve customer complaints and support operators in handling inquiries effectively.
-Provide ongoing support and training to ensure team members apply best practices.
-Perform periodic and annual performance evaluations.
-Monitor KPIs and provide coaching based on performance metrics.

- Bachelor’s degree or equivalent experience, minimum 3 years in call center operations is preferred.
- Proven experience in team management and performance tracking.
- Excellent communication and problem-solving skills.
- Bilingual proficiency in Spanish and English.
- Strong planning and prioritization abilities.
- Intermediate proficiency in Microsoft Office Suite (Outlook, Excel, Word).
- Basic understanding of KPIs and coaching techniques.

Experiencia Requerida

Lenguajes