Just-Link J

Business Manager (BB-A592A)

Encontrado en: Fidanto CR

GENERAL OBJECTIVE 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 Educación Mínima Universidad Años de experiencia 5 Idiomas Inglés Edad A partir de 25 años Conocimientos Microsoft Excel, Numbers, Análisis, Gestión de equipos, Liderazgo, Call Center, Internet, Gestión de personal, Microsoft Office Disponibilidad de Viajar No Disponibilidad de Cambio de Residencia No

calendar_todayhace 5 días


location_on San José, Costa Rica

work Just-Link

Autorizo expresamente a la Términos y condiciones

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