Service Desk Supervisor

hace 2 semanas

Bogota, Colombia Rappi A tiempo completo

It is time for you to join us to show the world that we are the company that is coming to change paradigms, where we revolutionize hours, minutes and seconds.

Because in Rappi

WE SEE OPPORTUNITIES where others see problems.

WE SEE CLOSENESS where others see distance.

WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities regardless of gender, race, sexual orientation, religion, nationality, age, disability, training or experience.

We are waiting for you

Misión del puesto

Lead the service desk team, tracking key performance indicators of service desk agents and develop then and monitor compliance with operational policies and the progress of administrative tasks.

Roles and responsibilities
- Supervise, coach and develop the team of Service Desk,
- Analyze and report on performance
- Monitor and identify findings on underperforming service desk agents and recurring areas for improvement to manage an effective individual or targeted action plan
- Provide timely and effective feedback to service advisors, emphasizing compliance with the Rappi Service Culture and reinforcing the areas for improvement identified
- Implement processes to reduce costs
- Monitor and follow up on the indicators of control of service, resolution and customer satisfaction of Rappi products and services.
- Hold periodic meetings with the different monitored areas in order to guarantee compliance with the KPIs.

Additional Information
- 1-year experience as a Contact Center operations supervisor in Outbound and Chat campaigns
- Ability to analyze and search for information
- Basic knowledge of SQL(queries)
- Telephone Skills in Contact Center
- Management of operational personnel in Contact Center
- Knowledge of indicators of Contact Center
- Intermediate Excel handling
- Bilingual preference

Worker type:
Regular

Work Model:

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