Engagement Centre Supervisor - Monterrey, México - British American Tobacco
Descripción
ROLE PROFILE
JOB TITLE:
Engagement Centre Supervisor
CITY &
COUNTRY:
Monterrey, Mexico
ROLE SUMMARY
The Engagement Centre is fully dedicated to deliver a world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best team of people ready to assist them.
The Supervisor's primary role is to lead, supervise and monitor agents to ensure operational effectiveness. In addition, the supervisor is also responsible for providing guidance, instruction and feedback to the consumer relations team.
ACCOUNTABILITIES
-
Oversee, run and manage the daily operations of his/her team:
Ensure Service hours coverage:
Handle escalations from clients and customers:
Comply with service level agreements and develop proactive remediation improvement plans:
Prepare and support continuous improvement initiatives:
Staff Administration:
vacations, permits, emergencies among others, keep close communication with his/her team:
EXPERIENCE, SKILLS, KNOWLEDGE
ESSENTIAL
Experience Required
- C1 English level
- At least 3 years experience as a call centre supervisor, team lead or other related operational positions with at least 5 direct reports
- Strong KPI Delivery track record
- At least one migration experience of operation of contact centre service line
- Experience of contact centre best practices
- Demonstrated organizational skills
- Experience multitasking
Technical / Functional / Leadership Skills Required
- Advanced use of Microsoft Office (Excel, Powerpoint, Word) & flow chart programs
- Ability to work in a fastpaced environment with changing priorities
- Ability to lead, motivate and keep engaged high performance teams
- Bachelor's degree in related field
BENEFICIAL
- Salesforce Knowledge
- Genesys Knowledge
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