Customer Experience Supervisor

hace 3 semanas

Cali, Valle del Cauca, Colombia Tiendamia A tiempo completo

**Trabajo 100% remoto.
**

**En Tiendamia estamos revolucionando el Ecommerce Cross Border, cumpliendo día a día el sueño de miles de clientes
**

**Para lograrlo nos desafiamos constantemente, con el objetivo de generar experiências increíbles a cada uno de nuestros clientes, que como nos gusta decir, son nuestros verdaderos jefes.
**

**Si sos Estudiante Universitario, con dominio avanzado de inglés y con experiência previa en campañas de atención de clientes en distintos canales, podes sumarte a nuestro gran equipo de Customer Experience, como Customer Experience Supervisor.
**

**De nuestra parte tenemos todo lo que te interesa: un proyecto, proyección y un equipazo
**

**Desafío**:
Liderar y guiar a los equipos de Team Leaders, Asistentes y Agentes, para asegurar a nuestros clientes una excelente experiência de compra a través de la contención brindada en los distintos canales de atención que posee Tiendamia.
Será responsable de diseñar la estrategia de atención de la compañía en cada uno de los canales.
Deberá realizar análisis de la performance del equipo, para detectar oportunidades de mejora en sus gestiones y en los distintos procesos de la compañía.
**Responsabilidades**:

- Responsable del manejo del equipo de Agentes, con el fin de cumplir con los objetivos de níveles de servicio.
- Administración y asignación de recursos del área.
- Tomar casos escalados por los clientes.
- Reportar indicadores del área y de su equipo.
- Desarrollar y ejecutar planes de contingencia para diferentes escenarios
- Llevar adelante el rol administrativo de su equipo, faltas, licencias, horas extras, bonos, ingresos y egresos.
- Trato y negociación con proveedores relacionados al área.
- Mantener comunicación con el resto de las áreas, con el fin de alinear procesos o tareas de su equipo.
- Llevar adelante procesos de selección e instancias de desvinculaciones.
- Análisis y mejora continua de la asignación de recursos.
- Desarrollar nuevos talentos y crear un excelente equipo de trabajo transmitiendo los valores de la empresa.
**Calificaciones requeridas**:

- Contar con experiência previa en campañas de atención de clientes en distintos canales.
- Ser estudiante universitario.
- Manejo avanzado de Inglés (solo para países puntuales)
- Capacidad de negociación y liderazgo.
- Capacidad de organización y planificación.
- Capacidad de resolución bajo presión.
- Capacidad analítica (Data Driven).
- Empatía / escucha activa.
- Compromiso.
- Capacidad de escucha y empatía con clientes.
- Alta capacidad de trabajo en equipo, en búsqueda de fines comunes a todos, e individuales.
- Excel (Excluyente).
**Calificaciones valoradas**:

- Manejo de Portugués (no excluyente)

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