Customer Service Team Lead

hace 4 semanas


Ciudad de México, Ciudad de México 253 KONE Mexico S.A. de C.V. A tiempo completo
Customer Service Team Lead

We are seeking a highly motivated and experienced Customer Service Team Lead to join our team at 253 KONE Mexico S.A. de C.V.

Key Responsibilities:
  • Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback.
  • Observe agents weekly to ensure call quality of agents
  • Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill.
  • Able to assist the agents in ensuring that calls are accurately logged and dispatched.
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Preparing reports and analyzing data to assist management as they determine future goals and strategies.
Requirements:
  • Bachelor's degree in administration, Engineering or related
  • At least 5 years working as a Call Center Supervisor
  • Experience in Customer Satisfaction surveys and action plans
  • Excellent communication, interpersonal, and customer service skills.
  • Good knowledge of Excell (pivot tables) and SAP
  • Knowledge of CRM software
  • Knowledge of AVAYA or related
  • Proficient in English
  • Excellent organizational skills and attention to detail
  • Excellent problem solving and leadership skills
  • Analytical, efficient, and thorough.

At 253 KONE Mexico S.A. de C.V., we value our employees and strive to create a positive and inclusive work environment. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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