Supervisor Call Center - Juriquilla, México - Tinoco Reclutamiento y Seleccion

Tinoco Reclutamiento y Seleccion

Empresa verificada

Juriquilla, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

The Teleria channel oversees and supports more than 2000 brick and mortar agents who use the RIA platform to deliver money transfer services to their customers.

As such, you will be responsible for ensuring that our team provides exceptional service to these agents, while also working to continuously improve the Teleria channel and the RIA platform.

To be successful in this role, you must have a proven track record of managing a large team in a fast-paced call center environment.

You must also have experience in developing and implementing new processes and procedures, as well as in overseeing complex projects from start to finish.

A Bachelor's degree in Business Administration or a related field is preferred, as is experience in the financial services industry.

Responsibilities

Hire, training ,and supervise call center staff.
Develop and implement call center policies and procedures.
Monitor call center performance metrics, such as call volume, customer satisfaction, and average call handling time.
Ensure that customer inquiries are handled effectively and efficiently.
Resolve escalated customer complaints and issues.
Develop and maintain relationships with clients and stakeholders.
Analyze call center data and prepare reports on call center activities and performance.
Develop strategies to improve call center performance and increase customer satisfaction.
Manage call center budget and expenses.
Ensure compliance with industry regulations and company policies.
Stay up to date with industry trends and developments.
Oversee daily call center operations to ensure efficient and effective service delivery.
Maintain an Abandonment rate not Exceeding 0.50%