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
-Assisting agents or final customers (senders or beneficiaries of money transfers) via telephone and email to resolve their questions and complaints.
-Reviewing and correcting data of incorrectly processed transactions.
-Maintaining constant communication with the correspondent (paying agent in the country of sending destination) via telephone or email so as to resolve customer complaints.
-Collaborating with accounting department to reconcile and balance the refunds of cancelled transactions.
-Troubleshoot errors before escalating issues, and when escalating issues, have concise data to provide to IT team.
-Improve current procedures by sharing best practices of how to provide world class support.
-Responsible for delivering periodic KPI's to upper management and working with teams on improving low scores.
-Provide coaching/guidance by providing performance feedback to employees and evaluate performance trends and patterns.
-Provide internal training to employees.
-Coach team members on areas of improvement.

Requirements
- Bachelor’s degree or equivalent experience, minimum 1-3 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