Supervisor Contact Center Priority - Metepec, México - Citi

Citi

Empresa verificada

Metepec, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

The Service Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function.

The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

Responsibilities:

Allocate work for small Customer Service team (typically up to 10) and serve as the team leader
Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact
Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.
Recommend new work procedures, as needed
Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
Develop communications to exchanges ideas and potentially complex/sensitive information
Assist as a backup manager, as needed
Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.

Qualifications:

02 years of relevant experience in a customer service role
Ability to deal with conflict/change resistance
Ability to identify and deliver business results
Proficient project management skills
Effective verbal and written communication and presentation skills
Effective influencing and relationship management skills

Education:

Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Asignar y supervisar trabajo a un equipo de Servicio al Cliente y ventas (normalmente de hasta 25 ejecutivos telefónicos) y desempeñarse como líder del equipo.

Evaluar el desempeño y hacer recomendaciones de aumentos de pago, promociones, ceses de empleo, contrataciones, etc. del personal a cargo.

Recomendar nuevos procedimientos de trabajo o mejora a los existentes, según sea necesario.

Realizar juicios evaluativos para resolver problemas en función de análisis de información objetiva, precedentes y experiência técnica adquirida.

Garantizar que todo el equipo cumpla las expectativas de calidad y desempeño de las tareas asignadas conforme a políticas y procedimientos y sea responsable de los resultados finales.

Experiência en gestión de centros de contacto inbound/outbound.

Experiência en el manejo de personal (puede ser back de su manager), gestión de equipos

Liderazgo, tolerancia al a frustración, enfoque a resultados, desarrollo de equipo

Manejo de Office

Preferente licenciatura concluida

Para externos experiência como team leader o supervisor de CC, inbound / outbound de cobranza

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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