Contac Center Support Supervisor
hace 2 semanas
**As Contact Center Support Supervisor**oversees the Contact Center support department, responsible for contact center support functions and all related personnel. Responsible for supervising the overall operations for ESP and CSS clients involving new and existing client relationships; This includes QA and compliance functions, resolutions inboxes, attorney representation confirmations, and special client escalations. The role ensures SLA adherence, accurate reporting, and provides leadership through training, mentoring, and audits. The supervisor also handles cease and desist requests, month-end reporting, account balancing, and develops and maintains work instructions.Operations40%- Monitor inboxes and consumer/contact center requests to ensure SLA compliance- Audit solutions provided by agents for accuracy and quality- Oversee and audit attorney representation confirmations- Handle cease and desist requests- Develop, maintain, and audit work instructions and procedures- Create and maintain checklists for daily, weekly, and monthly tasks- Oversee month-end reporting, account balancing, and ensure timely reporting to clients and coworkers- Organize and facilitate calibrations for QA and compliance- Support audits and ensure compliance with client and internal standardsClient Relationships25%- Ensure all client concerns are addressed timely and appropriately- Maintain reporting accuracy and timeliness for clients- Create, maintain, and present reporting to clients and coworkers- Provide feedback to agents to assure correct and timely client support- Participate in client meetings as neededResources Technology20%- Develop and support enhancements to processes and reporting- Ensure proper tools, reporting, and systems are used to monitor SLA compliance and auditing- Provide input on improvements to workflow and operational efficiency- Knowledge of Phoenix reporting, DPL flags, CSS-TCL, C2.Personnel15%- Train, mentor, and support agents to ensure ongoing development- Interview, schedule, and evaluate group organization and workload- Assess staffing needs and recommend increases or decreases as required- Provide coaching and feedback to agents to improve performance**Requirements**:- Must be accurate, detail oriented, and organized with ability to manage multiple tasks- Must have excellent technical and analytical skills- Must be willing to travel, this may include international travel, at least 3 to5 times a year.- A thorough working knowledge of company/department policies and procedures, CSS and Microsoft Office Products.- Ability to provide support, coach, develop, and motivate a team.- Payment processing, balancing, and reconciliation experience is desired- Must be familiar with servicing offered through the Contact Center; Inbound, Collections, Default- Ability to read, write and speak English fluently.- Ability to effectively present information, both written and oral, and respond to questions from clients, coworkers and department/group managers**Benefits**salary 29,000grocery tickets 2000internet bonus 1000health, dental and life insurance
-
Supervisor de QA
hace 2 semanas
Insurgentes, México Colektia A tiempo completo**Colektia**Es la primera empresa de cobranza basada en inteligencia artificial y considerada una de las startups con mayor oportunidad de crecimiento en Latinoamérica.Únete al equipo como**:QA analyst Sr (Analista de calidad en Call Center),** donde tus objetivos principales serán **Elevar la calidad del servicio en las carteras más importantes,...
-
Supervisor de Telecomunicaciones
hace 2 semanas
Insurgentes, México Mexi center A tiempo completoSupervisor de telecomunicacionesSalario:$10000 a $15000Ofrecemos:- Sueldo base mensual más atractivas comisiones- Capacitación pagada- Excelente ambiente laboral- Prestaciones de ley- Dinámicas- Pago semanal puntual**Requisitos**:- Buena fluides verbal- Mínimo Bachillerato trunco o en curso- Manejo de personal- Planificación y coordinaciónTipo de...
-
Supervisor de Telecomunicaciones
hace 2 semanas
Insurgentes, México Mexi center A tiempo completoSupervisor de telecomunicaciones Salario: $10000 a $15000 Ofrecemos: - Sueldo base mensual más atractivas comisiones - Capacitación pagada - Excelente ambiente laboral - Prestaciones de ley - Dinámicas - Pago semanal puntual **Requisitos**: - Buena fluides verbal - Mínimo Bachillerato trunco o en curso - Manejo de personal - Planificación y...
-
Supervisor de Call Center de Lunes a Viernes
hace 3 semanas
Insurgentes Mixcoac, México Estructura Norte A tiempo completo**Global Connections esta creciendo, queremos crecer contigo y estamos en busca de: SUPERVISOR** **CALL CENTER TDC****Requisitos**:- Experiência como supervisor mínima de 1 año- Edad de 25 a 35 años- Conocimiento en TDC- Conocimiento en monitoreos/ feedback- Manejó de paquetería Office- Facilidad de palabra- Manejó de personal**HABILIDADES**-...
-
Supervisor de Call Center Ventas con Experiencia
hace 6 días
San José Insurgentes, México PA PALCO SERVICIOS DE CENTRO DE CONTACTO Y ATENCION A tiempo completo**CONNECT CENTER** Únete a nuestro equipo dinámico y diferente, como **SUPERVISOR DE CALL CENTER;** y lleva a nuestro equipo hacia el éxito. **OBJETIVO**: Asegurar el funcionamiento efectivo de la operación diaria, garantizando la satisfacción del cliente y el cumplimiento de los objetivos. A través del liderazgo, dirección y supervisión de tu...
-
Supervisor Call Center Ventas de Tdc
hace 2 semanas
San José Insurgentes, México LOMARCA A tiempo completoLo Marca empresa de Call Center Giro Financiero**SOLICITAMOS SUPERVISOR CALL CENTER CON EXPERIENCIA EN VENTAS DE TARJETA DE CRÉDITO MINIMO UN AÑO COMPROBABLE**¿Qué ofrecemos?- Pago semanal- Comisiones no topadas- Plan de incentivos- Prestaciones de ley- Convenio con Universidad Insurgentes- Oportunidad de crecimiento¿Qué necesitas?** Experiência...
-
Supervisor de Promotoria en Campo
hace 2 semanas
Insurgentes, México AGORA CONTACT CENTER A tiempo completoSUPERVISOR DE PROMOTORÍA- **Habilidades de comunicación**:- Brindar soporte y soluciones- Manejo de objeciones- Habilidad para liderar un personal**Requisitos**:- Edad de 20 a 45- Disponibilidad inmediata- Experiência de un año comprobable- Estudio máximo preparatoria terminada no se aceptarán personal con licenciatura no sé tomará en cuenta-...
-
Technical Engineer
hace 2 semanas
Insurgentes, México Johnson Controls A tiempo completo**Contact Center Engineer (Mexico - 170)****What You will do**Are you looking for a role where you can make a different in the business & world? This role will deliver new technologies enabling our Contact Centers to saves lives!Which technologies? We support Nice CXone suite of omnichannel ACD and IVR and complementing it with Workforce Engagement, Feedback...
-
Analista de Calidad
hace 7 días
Insurgentes, México Colektia A tiempo completo**Colektia** Es la primera empresa de cobranza basada en inteligencia artificial y considerada una de las startups con mayor oportunidad de crecimiento en Latinoamérica. Únete al equipo como**:QA analyst Sr (Analista de calidad en Call Center),** donde tus objetivos principales serán **Elevar la calidad del servicio en las carteras más importantes,...
-
Supervisor Program Management Float
hace 2 semanas
Insurgentes, México Novartis A tiempo completo**Summary**:As the Float Supervisor, you will be working under the direction of the Director, Case Manage-ment. This position is responsible for supporting the day-to-day operations of the PSC Program Man-agement teams that provides specialty end-to-end case management services for multiple brands. The individual in this role will focus on helping agents...
