Customer Care Supervisor - Call Center
Heredia, Heredia, Costa Rica
hace 12 horas

Job Description

Manages operations that provide customers with product information and coordinate the resolution of customer service or account issues for designated product lines.

Manages the customer contact and document processing required to maintain consumer credit databases. Manages employee performance in providing credit services and ensures compliance with federal and state regulations while attaining business objectives.

Supervises the investigation process during a credit dispute ensuring compliance to federal and state regulations and departmental goals.

Supervises operations to update and maintain the consumer credit profile database. Produces reports and provides methods for user access to information in the resolution of consumer disputes.

Monitors and maintains database integrity.


  • Coordinates day-to-day operations and administering company policies and procedures through subordinate exempt and non-exempt staff.
  • Includes assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing technical guidance on complex issues.

  • May provide input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, and scheduling.)
  • Oversees operations to maintain consumer databases and ensures that the daily qualitative and quantitative goals of the organization are met.
  • Oversees profile database system maintenance. Develops, implements and monitors database maintenance methods and procedures to ensure the integrity of consumer credit profile information.
  • Oversees the processing of public record transactions requested by subscribers and as required by exceptions
  • Responds to escalated consumer issues. Produces consumer dispute reports and provides technical and analytical support to internal departments in the handling of the dispute process.
  • Ensures pertinent data is readily available to internal users for the review and resolution of consumer dispute issues.

  • Oversees the daily workflow, assesses available resources determines work allocations and makes employee work assignments.
  • Collaborates with management and staff to develop and administer employee work schedules.

  • Develops, coaches and motivates staff to achieve departmental goals. Provides guidance to employees when responding to changing business conditions.
  • Monitors compliance and personnel performance metrics. Ensures data for reporting is accurate, timely and adheres to standards.
  • Implements and administers staff incentive programs. May provide recommendations on incentive programs to senior management.
  • Organizes and facilitates staff meetings regarding team performance, recognition and information exchange.
  • Qualifications

  • Bachelor’s degree or equivalent experience (Formal university studies is a plus)
  • Strong experience in call center environment
  • 2-4 years of functional experience
  • 2-4 years managing and motivating teams
  • Strong knowledge of call center operations
  • Strong knowledge of federal and state regulations regarding credit reporting
  • Good problem solving, results orientation and analytical skills
  • Good organizational and prioritization skills
  • Strong English skills verbal and written) communication skills
  • Good project management skills
  • Good leadership skills
  • Good coaching and developing skills
  • Strong change management skills
  • Additional Information

    Our benefits include : Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work / Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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