Operations Supervisor

hace 4 semanas

Ciudad de México The Functionary A tiempo completo

Summary of the position- Supervise and direct team leaders and agents in their day-to-day management of customer service, ensuring adherence to established procedures and policies.- Set clear goals and objectives for the customer service team and ensure they are achieved.- Monitor and analyze performance metrics, including service quality, response time, customer satisfaction, and productivity.- Work closely with other departments to resolve complex issues and ensure service tickets are resolved.- Identify process and system improvement opportunities within the department, propose solutions, and work with the team to implement them.- Ensure the customer service team is trained and equipped with the necessary tools to perform effectively.- Motivate and direct the customer service team to maintain a positive culture and high levels of engagement and job satisfaction.- Prevent accumulation of tickets: Backlog.- Create strategies to ensure all tickets are followed up diligently on a daily basis.Soft Skills RequiredLeadership skills: Must be able to inspire and motivate a team to perform their best. Be able to set clear goals and objectives, communicate expectations, provide feedback, and support a team.- Communication skills: Must have excellent communication skills, should be able to communicate effectively with the team, customers, and other departments. Should be able to also listen actively respond to feedback in a constructive manner.- Problem-Solving Skills: Must be able to identify problems and find solutions quickly and effectively, also to think critically and make informed decisions to resolve issues.- Time Management Skills: Must be able to prioritize tasks and manage their time effectively, also to juggle multiple tasks and responsibilities without sacrificing quality or productivity.- Empathy: Should have a high level of empathy and be able to understand the needs and concerns of the team and customers, also to respond with compassion and sensitivity to difficult situations.- Patience: Must have a great deal of patience and to handle difficult customers and situations with calmness and composure.- Adaptability: Should be able to adapt to changes quickly and effectively and to respond to new challenges and situations with flexibility and creativity.- Positive Attitude: Should maintain a positive attitude even during difficult situations and to remain upbeat and optimistic to maintain team morale and customer satisfaction.RequiredBachelor’s degree in business administration, communications, marketing, or a related field is preferred.- Strong communication skills.- Advanced level of Microsoft Office, particularly, Excel.- Ability to work in a fast-paced environment.- 3 to 5 years of experience in the customer service/ contact center industry.- 1 to 2 years of experience in the industry as a Team Lead or Supervisor.- Critical thinking.- Strong analytical skills.- Service Contracts / warranty / claims experience**Salary**: $1,200.00 - $1,800.00 per monthExperiência:- Supervisor: 1 año (Deseable)Work Location: On the road

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