Objective:
To supervise the development of the phone agents within their team, assuring the compliance of the performance and quality indicators established by the client.
- Education: Finished high school (Essential)
- English level: B2+ (Essential)
- Computer skills Intermediate (Essential)
- 2-3 years as a phone agent (Essential)
- 1 year as a Team Lead or in personnel management.
- 1 year of experience as an Operational Supervisor or in a similar leadership administrative position.
- Intermediate MS Office.
- Programs or systems for calls monitoring.
- Use of internet.
- Management of quality indicators for phone interactions.
- Call center's phone software knowledge.
- Feedback tools.
Main Activities:
- Elaborate weekly productivity reports.
- Take escalation calls according to the line of business being supervised.
- Solve the doubts of the phone agents on operational and administrative topics.
- Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.
- Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.
- Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.
- Providing follow-up to the permits, medical leaves, or requests for administrative documents.
- Provide support on the integration and training of new hires.
- Conduct filter interviews for the selection of agents for the lines of business under their management.