Descripción de la Oferta

Job Overview:
Lead our award-winning bilingual customer service and sales team with passion, energy and an unwavering commitment to creating incredible lifetime memories for our guests. You will use your managerial skills, customer service background and ingenuity to independently develop and implement strategies for continually maintaining the highest levels of service for our clients and our providers. Most of all, you will exercise your team-building skills to keep your team motivated, challenged and excited to share in our values of creating exceptional customer experiences each and every day.

Job Responsibilities:
Manage our multi-channel bilingual contact center operations including phone, email, chat and social media, always motivating the team toward excellence.
Organize, analyze and present statistical data to ensure a continuous cycle of high performance.
Manage team schedules, vacations, and resources to ensure both happy and motivated team members and outstanding customer service at all times.
Independently evaluate, develop and implement strategies and tools to automate and improve our already excellent customer satisfaction and sales.
Work with trainers to create ongoing monitoring and training programs to ensure long-term success and growth of our customer service and sales team.
Oversee all levels and avenues of customer satisfaction and loyalty, ensuring each and every customer is handled with respect and care, seeing every possible outcome to a positive end.
Recruit, interview and select exceptional candidates for positions on our team, independently evaluate current and new agents to ensure continuous excellence.
Obtain and evaluate customer feedback and experiences, and use them to develop ongoing improvement programs and methodology to increase sales and service levels.
Implement, monitor and actively ensure performance KPIs are met, including sales goals, service goals and customer satisfaction.

REQUIREMENTS
Fluent in English and Spanish with high proficiency speaking and writing each language.
A positive, motivated and ambitious attitude that will lead our team in body and spirit.
Must have completed University with at least an undergraduate degree.
Must be detail-oriented, analytical and organized with experience creating, analyzing and managing performance reports.

Lenguajes