Customer Service Team Lead
hace 4 semanas
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.
- 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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