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General Manager

General Manager

Position Description: This position will be responsible for all assigned aspects of the Call Center Operation, a 24/7/365 operation including oversight of daily operations and the development and monitoring of performance criteria for all management staff. The position is also responsible for ensuring appropriate staffing based on call & case volumes and patterns. The General Manager will report to the President of AIG Travel Assist and will work closely with the CEO of AIG SI and his staff on issues regarding infrastructure and support functions. Job Description • Hire, train, motivate, develop, evaluate and direct the Travel Assistance Coordinators and Supervisors • Establish and implement policies and procedures for the Operations area to insure delivery of astonishing customer service while maintaining efficiency • Ensure all staff receives training and development appropriate to their positions and career path • Track staff and center performance and produce periodic reports related to assistance operations • Ensure that all performance and service standards are met • Apply all human resource policies consistently and in compliance with AIG guidelines • Identify and implement potential procedural efficiencies throughout the center • Ensure that staffing levels are adequate to meet 24-hour/7-day coverage and language requirements • Work with Operations Manager, clients and other department/company managers to implement new programs including establishing appropriate staffing models, understanding program needs and developing appropriate training and scripts to address them • Identify and implement appropriate authority levels and controls • Work with other General Managers across the enterprise to insure uniformity in process and customer service delivery among shared programs where applicable • Participate in regularly scheduled meetings with clients and partners as head of Client Relations Team Position Requirements: • Bachelor’s Degree or equivalent • 7 – 10 years’ experience in managing diversified call center operations with a strong focus on excellent customer service delivery; insurance and/or travel background a plus • Multi-cultural experience a plus, fluency in English and at least one other regional language a must • Excellent computer skills (MS Office); good communication skills • Must be able to work flexible shifts on short notice; may be required to provide coverage backup for frontline supervisors during staff shortages • Demonstrated ability to conduct and manage ongoing quality assurance initiatives effectively About Us: American International Group, Inc. (AIG) is a leading global insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange. Join our Talent Network at www.aig.com/talentnetwork. Additional information about AIG can be found at www.aig.com | YouTube:www.youtube.com/aig | Twitter: @AIGinsurance | LinkedIn:http://www.linkedin.com/company/aig
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