Detalle de la Oferta

Descripción de la Oferta

Position Purpose
To supervise, coordinate, and ensure the achievement of operational goals for the assigned customer service account, guaranteeing high standards of quality, productivity, and customer satisfaction through effective team management and continuous improvement strategies.

Key Responsibilities
Supervise and monitor the daily performance of customer service agents assigned to the team.
Track and analyze key performance indicators (KPIs) such as AHT, NPS, CSAT, SLA compliance, and productivity.
Implement corrective action plans to improve efficiency and service quality.
Conduct feedback sessions, coaching, and training to support agent development.
Generate performance reports and present results to Operations Coordination/Management.
Ensure compliance with internal policies, client requirements, and company standards.
Support workforce planning, attendance control, and team administration.
Foster a positive work environment, encouraging motivation and teamwork.

Requirements
Education: High school diploma required (preferably university student in Business Administration, Industrial Engineering, or related fields).
Experience: At least 1 year as an Operations Supervisor in a call center (mandatory).
Languages: Advanced English (minimum 85%).
Technical skills: Intermediate Excel and operational management tools.
Key skills: Leadership, results orientation, decision-making, problem-solving, and effective communication.
Availability: Rotating schedules and hybrid modality (onsite at Atento Aguilar Batres and remote).