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Engagement Centre Supervisor

hace 6 meses

Monterrey, México British American Tobacco A tiempo completo

**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**:

- ** Prepare and coordinate business reviews with upper management / end market**:

- ** Handle escalations from clients and customers**:

- ** Complete all reports assigned in the recurrence required**:

- ** 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**:

- ** Oversee training requirements and coordinate with appropriate entities**:

- ** Set/follow up and accomplish internal goals and targets to support KPI/SLA accomplishment**:

- ** Oversee staff scheduling and organize shift patterns in coordination with Work Force Management**:

- ** Understand all organization products services, procedures and guidelines and communicate them to the team members**:

- ** Oversee and coordinate with the Quality Assurance team interactions monitoring and evaluation to ensure that due procedures and quality standards are strictly adhered to**:

- ** Oversee/facilitate and organize training sessions for all agents and participate in recruitment of new engagement centre agents**:

- ** Conduct regular review of all engagement centre agents’ performance and oversee/organize training sessions for underperforming agents**:

- ** Identify and propose new ideas and strategies to improve performance**:

- ** Keep up with trends in the industry and ensure adherence to industry standards**:

- ** Ensure that clients are always satisfied by providing prompt response and solutions to their challenges**:

- ** Ensure a safe and harmonious work environment for the team and responsibly delegate duties to the team members**

**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 fast-paced 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