Hace 1 sem
Coordinador de Operaciones Call Center - Bilingüe
Si el reclutador te contacta podrás conocer el sueldo
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
HíbridoDescripción
Main Activities
? Transmit Teleperformance values through leading by example
? Participate with internal departments to meet client's deliverables
? Manage a healthy program performance scorecard based on annual strategic plan of the country market
? Manage to meet Operations financial assumptions
? Develop direct reports and potential Operational leaders
? Report weekly performance to Account Manager
? Participate with Account Manager to support employee retention plans
? Report fraudulent activities such as but not limited: illegal transactions, inappropriate changes, released
calls and login-logout.
? Manage on Client´s escalations process
? Participate fraud risk assessment and ensure proper controls are in place and documented in TP control.
? Supervise payroll accuracy
Education and Specific Training
? Bachelor´s degree or currently studying with 25% completion
? Preference of bachelor: Engineering, Science & Law
? Nearshore market: English proficiency level 3 /B2+ or C1
Work Experience
? 1.5 years on a management position, preferably from the contact center industry
? Master Supervisors' certification
? LSS Yellow Belt Trained (Desirable)
Technical Skills
? Intermediate usage of MS Office standard tools (Outlook, Excel, Word and Power point)
? Intermediate knowledge of Call Center Systems (AVAYA CMS Supervisor (or equivalent))
? Quality tools :
? Root cause analysis
? Cause and effect diagrams
? Histograms
? Control Charts
? Client Relationship Management System (CRM)
? Client Quality Guidelines
ID: 19191714
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