Supervisor Contact Center Bilingüe

Remote
Full Time
Mid Level

Desde Pacifica Continental nos encontramos en búsqueda de un SUPERVISOR CONTACT CENTER BILINGUE para sumarse al equipo de innovadora empresa de transporte con base en EEUU.
 

Tareas, Funciones y Responsabilidades:

  • Principal responsable por la atención al cliente, con fuerte vocación de gestión de equipo, resolución de casos con vocación comercial.
  • Online Team: gestión de equipo bilingüe distribuido en todo el país, armado y análisis de reportes, gestión de reuniones semanales de calibración.
  • Service Team: seguimiento de los principales KPIs del área (nivel de atención, tiempo de resolución de reclamos, trend de reclamos, manejo de Ominchannel a través de Salesforce). Responsable de la encuesta de satisfacción y planes para incentivar la satisfacción del cliente.
  • Responsable por idear y ejecutar planes de mejora para el nivel de atención y el trend de reclamos. Realizar el seguimiento a las encuestas que se realizan.
  • Coordinación de reuniones de seguimiento de la operación semanal con equipo a cargo y con C-Suits level.
  • Alta capacidad para reestructurar procesos del contact center.

Experiencia:

  • Experiencia previa: al menos 5 años en posiciones de supervisor contact center habiendo hecho análisis de métricas, indicadores, y reportes.
  • Alta capacidad analítica, Experiencia con la elaboración de informes y manejo de datos y reestructuración de procesos y equipos.

Requerimientos:

  • Nivel de estudios: Título / Orientación: Estudiantes avanzados o graduados de las carreras Administración de Empresas, Marketing, o afines (deseable)
  • Idiomas: Nivel de inglés Bilingüe (excluyente)
  • Manejo de PC.
 

Modalidad de Trabajo 100% Remoto, de Lunes a Viernes de 9 a 18

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