Engagement Centre Supervisor

**BAT is evolving at pace - truly like no other organisation.****To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**BAT Mexico IS LOOKING FOR Engagement Centre Supervisor**SENIORITY LEVEL: Non-Management****FUNCTION: Marketing****SALARY RANGE: Excellent benefits****LOCATION: Mexico, Monterrey****ROLE POSITIONING AND OBJECTIVES****Reports to**:Engagement Centre Operations Manager****Reporting Level**:Managerial**Geographic Scope**:America**WHAT YOU WILL BE ACCOUNTABLE FOR**The Engagement Centre is a place fully dedicated to deliver a world class consumer service to our end users in the US, as well as multi-channel support by the best team ready to assist.Your primary role as a is to lead, supervise and monitor agents to ensure operational effectiveness. In addition, you will be responsible for providing guidance, instruction and feedback the management team to ensure that all support service requirements are met.**The Role**:- Oversee, run and manage the daily operations of your team.- Ensure Service hours coverage.- Support in business reviews with upper management / end market.- Handle escalations from clients.- Complete all reports assigned in the recurrence required.- Comply with service level agreements and develop proactive remediation improvement plans.- Prepare and support continuous improvement initiatives.- Staff Administration: vacations, permits, emergencies among others, keep close communication with your team.- Oversee training requirements and coordinate with appropriate entities.- Set/follow up and accomplish internal goals and targets to support KPI/SLA accomplishment.- Oversee staff scheduling and organize shift patterns in coordination with Work Force Management.- Understand all organization products services, procedures and guidelines and communicate them to the team members.- Oversee and coordinate with the Quality Assurance team interactions monitoring and evaluation to ensure that due procedures and quality standards are strictly adhered to.- Oversee/facilitate and organize training sessions for all agents and participate in recruitment of new engagement centre agents.- Conduct regular review of all engagement centre agents’ performance and oversee/organize training sessions for underperforming agents.- Identify and propose new ideas and strategies to improve performance.- Keep up with trends in the industry and ensure adherence to industry standards.- Ensure that clients are always satisfied by providing prompt response and solutions to their challenges.- Ensure a safe and harmonious work environment for the team and responsibly delegate duties to the team members.**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**- At least 1- 3 years’ experience as a Call Centre Supervisor, Team lead or other related operational positions with at least 5 direct reports.- Strong KPI Delivery track record.- At least one migration or ramp up experience of operation in a contact centre service line.- Experience of contact centre best practices.- Demonstrated organizational skills.- Experience multitasking- Bachelor’s Degree in business administration, Engineer, or related discipline.- Proficient English C1.**BENEFICIAL**:- Experience working with other cultures.- Experience in the Shared Services environment and Business Partnering.**WE ARE BAT**At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**- Global Top Employer with 53,000 BAT people across more than 180 markets.- Brands sold in over 200 markets, made in 44 factories in 42 countries.- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.- Diversity leader in the Financial Times and International Women’s Day Best Practice winner.- Seal Award winner - one of 50 most sustainable companies.**BELONGING, ACHIEVING, TOGETHER**Collaboration, diversity, and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. **Come bring your difference