Customer Support Center Technical Supervisor
Heredia, Heredia, Costa Rica
hace 4 días

Responsibilities :

  • Ensure operational excellence by monitoring key metrics
  • Ensure Contractual Commitments are met.
  • Deliver feedback, mentoring & coaching to agents
  • Implement improvement action plans based on KPI results
  • Analyze data (root cause analysis)
  • Propose Improvement Plans and follow up on Actions
  • Take care of urgent request from Staff, Stakeholders, ADMs, others
  • Manage and Process Escalations
  • Identify improvement opportunities for the team and take actions as needed
  • Establishes employee performance goals and follow up the career development plans for each of them
  • Education and Experience Required :

  • Typically requires Bachelor's degree or equivalent experience, 4-6 years related experience and project or team management experience.
  • Excellent English; verbal and written communication skills. (90% or higher)
  • Knowledge and Skills :

  • People management responsibility.
  • Demonstrate some in-depth knowledge of corporate organization and policies.
  • Demonstrate business, technical or functional knowledge at the mastery level.
  • Demonstrate administrative or operations knowledge.
  • Demonstrate skills in project management, analysis, communication, scheduling, controlling and presentation.
  • Demonstrate management capability.
  • Excellent understanding of call handling processes and tools for the Contact Center.
  • Ability to manage customer needs and escalate issues to appropriate channel to find a resolution
  • Leadership skills
  • Ability to negotiate and persuade agents and customers for the best action plans
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