Operations Supervisor

hace 1 mes

Bogotá, Bogotá D.E., Colombia Everise A tiempo completo
Everise: A Global Experience Company

We're a people-first organization that celebrates diversity and incubates innovation. Our mission is to elevate customer experiences for people around the world.

Job Summary:

The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader's primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.

Key Responsibilities:

  • Monitor, track, and evaluate associate performance based on pre-determined Key Performance Indicators (KPIs) and provide personal feedback to ensure all goals are met and Everise standards are adhered to.
  • Be the constant presence on the production floor and actively interact with associates to ensure they are engaged in productive work and systems are functioning properly.
  • Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans.
  • Resolve customer escalations.
  • Responsible for communication between contact center management, client, and associate.
  • Participate in associate selection and interviewing process.
  • Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations.

Requirements:

  • Bachelor's degree in a related field from a four-year college or university or 1 year of experience in customer service or sales or equivalent combination of education and experience.
  • Previous call center experience preferred.
  • Prior supervisory or leadership experience preferred.
  • Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint, and Outlook.
  • Excellent oral and written communication skills.
  • Strong organizational and interpersonal skills.
  • Schedule flexibility.
  • Analytical and problem-solving skills.
  • Strong ability to multitask.
  • Ability to function in a fast-paced environment.
  • Dependability regarding completion of assignments and attendance.
  • Ability to pass a drug screen and background check.

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