Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.
ONE's rapidly growing, state-of-the-art contact center in the heart of Cancun is looking for talented, energetic, and motivated call center professionals to join our team! If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic, fast-paced environment with exciting growth opportunities, we want to hear from you. Come build your career with ONE and be part of something extraordinary!
*Resume/CV must be submitted in English*
Customer Service Supervisor:
The Customer Supervisor will help hire, train, motivate and supervise call center agents and activities that drive production. By providing our customers and clients with world-class service, the Customer Service Supervisor will ensure that the call center is functioning at peak performance. This will take place by overseeing the agent’s progress, identifying areas that improve measures of success, answering questions, handling complaints and by providing the ultimate support to your agents on the team and to the clients we serve.
Job Summary:
The core responsibility of this role is to connect with customers, ensuring their needs are met and building strong relationships. Ideal candidates will be skilled in responding to inquiries and proactively offering customized solutions to boost customer satisfaction and loyalty.
Key Responsibilities:
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Accountability in assigning tasks.
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Ability to utilize data and measure KPI’s to track performance.
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Collaboration with executive leadership within the call center to set targets and goals for the week, month, and year.
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Motivating your team by providing constructive feedback to improve efficiency.
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Enthusiasm for recruiting and generating new employees leads by gaining referrals and promoting referral campaigns.
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Participation in training and onboarding
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Responsibility in providing new agents with the tools required for success.
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Thorough documentation of any issues that require escalation in reporting.
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Preparation of time sensitive performance reports regularly (weekly, monthly, annually)
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Motivate the agents and maintain optimum performance in the center.
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Daily opportunities to practice and teach customer service, sales, marketing, and effective communication to fellow employees.
Requirements:
- Prior call center management experience is required.
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Leadership skills to select, evaluate, engage, motivate, mentor, train, reward and lead team members.
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Strong listening, writing and verbal communication skills.
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Strong problem solving, decision making and organizational skills.
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Strong computer skills, including MS Office applications, customer relationship management (CRM) programs and client databases.
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Attention to detail and accuracy.
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Flexible and adaptable to changing situations.
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Ability to multi-task in a fast-paced environment.
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Ability to work independently and collaboratively with other teams to achieve goals, grow business and service all aspects of client needs
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Must be a ONE employee for a minimum of 1 year
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*Must be fluent in Spanish and in English*
Business Attire:
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Business casual attire is required for this role reflecting a polished appearance.
Physical Requirements
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Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
