Ensure smooth day-to-day operations, maintain high levels of service quality, and implement strategies to meet performance targets. The ideal candidate will excel in coaching, problem-solving, and improving overall team productivity, while ensuring that customer inquiries are addressed effectively and efficiently.
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Monitor agent performance and provide weekly documented coaching sessions.
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Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook).
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Generate weekly agent bonuses based on their performance (Excel / Outlook).
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Schedule agent time off in a way that avoids negative impact to KPIs.
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Ensure that all calls and interactions meet the company’s quality standards. Conduct call monitoring, provide constructive feedback, and take corrective actions as needed.
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Conduct regular audits of systems and files to ensure accuracy and compliance.
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Prepare and present performance reports, documenting team achievements and areas for improvement. Communicate performance updates to management regularly.
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Collaborate with management to develop and implement best practices, new processes, and policies aimed at improving customer experience and team efficiency.
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Foster a positive and motivated work environment by recognizing achievements, providing incentives, and encouraging teamwork. Manage conflict effectively and maintain high morale within the team.
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Education Level: High School
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Intermediate English Level
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Computer knowledge: Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams)
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Mínimum 1 year in call center industry.
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Competitive weekly salary
- Legal benefits
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Christmas bonus
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Savings fund
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Profit sharing (PTU)
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Vacation days
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Extra paid days off
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Private medical insurance and preventative care
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Friendly work environment
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Growth opportunities
