Descripción de la Oferta

OBJECTIVE:
The operations supervisor is responsible for the day-to-day operations of a team of representatives. This position has a direct and immediate impact on the overall efficiency and profitability of the company.

DUTIES AND RESPONSIBILITIES:
Plans, directs, supervises, and evaluates workflow. Coordinates work activities to achieve the volume expected to meet operational requirements.
Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements.
Monitors attendance, adherence and performance of associates according to established standards.
Attend weekly calibration calls and excecute feedback.
Support and attend weekley staff meetings.
Ensure weekly one on ones are completed with each associate.
Keep management informed on issues and problems.
Prepare monthly, quarterly, annual reports and yearly reviews.
Identify and implement initiatives, activities to keep associates motivated.
Anticipate escalations and take over calls when needed.
Assist, provide guidance, constant feedback and coaching to the associates.
Achieve associates commitments to achieve individual and team targets.
Monitor queue and track inbound calls. Keep associates aware of inbound calls and abandonment rate.
Review and approve payroll.
Enter and apply agents HR Exceptions.
Generate reports.


REQUIREMENTS:
University Degree (full or tech) or at least enrolled in one.
2-3 year experience in similar position.
2 - year in BPO industry.
Computer and Excel Knowledge
Customer Service Oriented
85% English Verbal, Written Comprehension.
Teamwork oriented.
Communication and Coaching Skills.
Leadership Skills.
Planning and organizational skills.
Communication skills
Attention to detail
Multitasking
Stress management
Communication skills

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes