Just-Link J

Business Manager. (BB-E2FEF)

Encontrado en: Mipleo CR

Descripción:
JOB PURPOSE:
Provide clear direction to Call Center agents to drive company strategies and initiatives. Establish a positive and effective environment that continuously builds commitment and trust. Promotes problem solving and a positive customer experience. Manages a team of Field and Customer Support agents for ongoing process and performance improvement.
KEY RESPONSIBILITIES:
- Conduct effective resource planning to maximize the productivity of resources (WorkForce Management)
- Collect and analyze call-center statistics. Recognize and mitigate negative customer experience risks seen with call center metrics
- Coach and provide training to personnel to maintain high customer service standards
- Day-to-day supervision of agents within the department
- Liaising with other departments
- Evaluate performance with key metrics (accuracy, adherence, average handle time, abandon rate, call-waiting time etc.)
- Handle escalated calls
- Monitor and review individual and team performance
- Monitor calls to observe conformity to company practices
- Knowledge of performance evaluation and customer service metrics
- Develop and implement corrective action plans
- Prepare reports for department and upper management
KNOWLEDGE, SKILLS, ABILITIES:
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
Minimum Qualifications
- Fluid in English language (read, write and speak)
- Must be proficient with Microsoft Office Suite (Word, Excel, PowerPoint) including Microsoft Teams, internet navigation, and call center equipment/software programs
- 5+ years Call Center leaders experience
- 2+ years of experience with Call center Work Force Management (call forecasting, line management, etc)
- Sales Force experience
REQUERIMIENTOS MÍNIMOS:
Conocimiento de Inglés

calendar_todayhace 1 día

report

location_on San José, Costa Rica

work Just-Link

Aplicar:
Autorizo expresamente a Términos y condiciones

Empleos similares