Jr. Supervisor Customer Service

Hace 5 horas

xico, veracruz, México Confie Ta Admin Jornada completa

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Ensure smooth day -to -day operations, maintain high levels of service quality, and implement strategies to meet performance targets. The ideal candidate will excel in coaching, problem -solving, and improving overall team productivity, while ensuring that customer inquiries are addressed effectively and efficiently.<\/span><\/span>
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Monitor agent performance and provide weekly documented coaching sessions.<\/span><\/span><\/span>
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Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook).<\/span><\/span>
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Generate weekly agent bonuses based on their performance (Excel / Outlook).<\/span><\/span>
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Schedule agent time off in a way that avoids negative impact to KPIs.<\/span><\/span>
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Ensure that all calls and interactions meet the company’s quality standards. Conduct call monitoring, provide constructive feedback, and take corrective actions as needed.<\/span><\/span>
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Conduct regular audits of systems and files to ensure accuracy and compliance.<\/span><\/span>
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Prepare and present performance reports, documenting team achievements and areas for improvement. Communicate performance updates to management regularly.<\/span><\/span>
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Collaborate with management to develop and implement best practices, new processes, and policies aimed at improving customer experience and team efficiency.<\/span><\/span>
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Foster a positive and motivated work environment by recognizing achievements, providing incentives, and encouraging teamwork. Manage conflict effectively and maintain high morale within the team.<\/span><\/span>
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Requirements<\/h3>
Education Level: High School<\/span><\/span><\/span>
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Intermediate English Level<\/span><\/span><\/span>
<\/span><\/li>Computer knowledge: Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams)<\/span><\/span><\/span>
<\/span><\/li>MÃnimum 6 months in call center industry.<\/span>
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Benefits<\/h3>Competitive weekly salary  <\/span><\/span>
<\/li>Excellent location (Zona RÃo, Tijuana)  <\/span><\/span>
<\/li>Legal benefits  <\/span><\/span>
<\/li>Christmas bonus  <\/span><\/span>
<\/li>Savings fund  <\/span><\/span>
<\/li>Profit sharing (PTU)  <\/span><\/span>
<\/li>Vacation days  <\/span><\/span>
<\/li>Vacation premium  <\/span><\/span>
<\/li>Extra paid days off  <\/span><\/span>
<\/li>Private medical insurance and preventative care  <\/span><\/span>
<\/li>Friendly work environment  <\/span><\/span>
<\/li>Financing and discounts at local restaurants and coffee shops  <\/span><\/span>
<\/li>Growth opportunities  <\/span><\/span>
<\/li><\/ul>
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Jr. Supervisor Customer Service

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