Supervisor Contact Center

hace 1 semana

Chihuahua, México BANKAOOL A tiempo completo

Garantizar una experiência excepcional para los clientes del Contact Center, mediante la supervisión, coordinación y mejora continua de la calidad en las interacciones, el cumplimiento de estándares de servicio y la implementación de estrategias orientadas a la satisfacción y lealtad del cliente.

Funciones y Tareas:

- Monitorear y guiar al equipo de agentes en tiempo real para asegurar la calidad y eficiencia en las interacciones.
- Asegurar que cada interacción esté alineada con los estándares de experiência definidos por la empresa.
- Analizar retroalimentación de clientes y encuestas de satisfacción para detectar áreas de mejora.
- Dar seguimiento al desempeño individual y grupal, proporcionando retroalimentación constructiva.
- Coordinar entrenamientos, refrescamientos y capacitaciones específicas para mejorar habilidades de servicio y manejo de clientes.
- Colaborar con el área de QA y WFM para optimizar flujos de trabajo y mantener altos níveles de calidad.
- Documentar hallazgos, generar reportes y proponer mejoras en procesos y políticas.
- Facilitar la comunicación entre agentes, supervisores, áreas de soporte técnico, QA y WFM.

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