About this opportunity
This position oversees the activities of an internal call center that provides operational / business process support to internal and external customers for company products and services.
Ensures quality service and operational performance within the parameters of program and delivery standards. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.
In this role, you will Be Responsible for immediate supervision to semi-skilled employees and / or non-exempt employees Be Responsible for monitoring the daily operations of units or sub-units Interact daily with subordinates and / or functional peer groups.
Work on issues of limited scope Receive predetermined work assignments that are subject to a moderate level of control and review.
Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained. Accomplish results through management of semi-skilled employees and / or non-exempt employees Provide guidance to subordinates within the latitude according to established policies and direct management guidance Establish practices which ensure there are no delays in schedules Supervise customer agents Be responsible for monitoring the daily operations of units or sub-units In this role, you’ll need Professional degree on Business Administration or similar degree Bilingual English- Spanish Good interpersonal skills and the ability to work cross-functionally.
Be proficient with computers and standard software programs (Excel, Word, Access, e-mail, etc.). Ability to work cross-functionally.
Exceptional problem-solving and decision making skills Exceptional level of commitment and a positive can-do attitude. To have leadership skills.