Call Center Supervisor

hace 2 semanas

Guadalajara Jalisco Mexico THE CALL GURUS A tiempo completo

ABOUT US

Hello, there We are The Call Gurus: an elite BPO company dedicated to building tailored lead generations teams for some of the most competitive companies in the USA.

OVERVIEW

A Supervisor is responsible for leading a team of agents to success, supports Lead Generation Specialist (LGS) and sales agents while servicing first-party customer service calls and coordinating daily floor activities: this includes maintaining excellent quality and efficiencies, and ensuring all LGS and sales agents adhere to their schedules. A Supervisor is responsible for creating an employee-focused culture, including: answering questions, providing feedback, and improving performance. Must feel comfortable sending reports for different key performance indicators (KPIs) and should be proficient with Google suite.

To ensure we set you up for success as a supervisor, we believe in taking the time to get to know you. A 2-to-4-week period of phone assessments is part of the process. This helps us align your profile and expertise with the right project. Your success is our success, and we're committed to making it happen.

REQUIREMENTS

  • Bachelor's degree
  • C1 English proficiency
  • 3+ years of related call center Operations Supervisor experience.
  • Strong spoken and written interpersonal communication skills.

DESIRED SKILLS

  • Motivate and encourage agents through positive communication and feedback.
  • Responsible and available to assist agents while they are "on-the-floor."
  • Meet at least once each week with the team to review past week's events, including statistics, results, new product information, etc.
  • Perform at least one monitoring evaluation with each agent every two weeks.
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Present to the Operations Manager a weekly monitoring and performance summary of the team.
  • Create a forecast describing the things each agent will be focused upon.
  • Create a detailed plan of the way in which you plan to impact your team's day-by-day performance.
  • Truly understand what his agents are facing.
  • Review Team performance monthly and quarterly.
  • Create effective channels for agent feedback.

OFFER

  • Base salary of $18,000 MXN net monthly
  • Social security
  • INFONAVIT
  • FONACOT
  • 15 days of holiday bonus
  • 12 days of paid vacations
  • 25% of vacation gratification
  • Integralis Corporate Benefits Packet: discounts in over 10,000 establishments, savings with up to 10% of yearly revenue, life insurance in case of accidental dead of $100,000 MXN, psychologist, nutritionist, fitness, yoga, and workout routines
  • $1,300 MXN food vouchers monthly (after 6 months)
  • $1,600 MXN savings fund monthly (after 6 months)

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