Call Center Supervisor

hace 4 semanas

Tijuana, México Viamericas A tiempo completo

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and over 100,000 locations in 50 countries. At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services. We are always seeking TOP TALENT - experienced individuals who embrace our core values of respect, innovation, integrity and impact.**Position Summary**:The Call Center Supervisor is responsible for supervising and coordinating the Call Center operator’s activities (Customer Service and Red Phone Transactions). They are also required to provide the administrative support required by the operators.**Duties and Responsabilities**:- Provide quality service in a respectful manner.- Explain all procedures and processes effectively to Call Center Operators.- Monitor all ongoing calls and recordings, providing feedback, and re-training operators whenever required.- Keep a registry log of operator’s training attendance, and notify supervisor of any absences or extraordinary circumstances.- Attend all processes of operator’s evaluation and quality control whenever necessary.- Respond to telephone calls and chat communications using the quality guidelines defined by the Company.- Gather data about the different processes related to customer services, and update the registrations based on contacts in accordance with the processes defined by the Company.- Follow up on transactions, including calls to clients, agents, beneficiaries, and payers.- Draft notes explaining follow-ups and recognized potential issues.- Communicate in an efficient and cordial manner with other Departments whenever required by the Company processes.- Transfer calls to other Departments.- Keep a registry of problems that affect operator performance, and consistently report system or system tool problems to supervisor.**Qualifications**:- Possess leadership qualities.- Have a good attitude and good dealing with people- Excellent communicational and writing skills- Intermediate level of computer knowledge- High School Diploma or in the process of obtaining one.- Flexible scheduleOptional- Good command of the English language**Working Conditions**:- This position is carried out in a normal office environment. It requires the use of office equipment like computers, telephones, photocopiers, filing cabinets, and fax machines among others.Come work for industry leaders We are the fastest growing company in the industry, with best in class products. We offer an environment of growth and learning that will help you to grow your potential and develop as a professional.

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