Pacifica Continental

Supervisor Contact Center Bilingüe

Remote - Full Time

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

Apply: Supervisor Contact Center Bilingüe
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