Senior Supervisor - Call Center - Cartago - 100% On

Bachelor’s degree in Industrial Engineering, Business Administration or related.

• A minimum of 5 years’ experience working in a customer service, manufacturing, or production environment
• At least 2 years supervisory experience
• Strong verbal communication (English and Spanish)
• Experience with KPI's and QA
• Advanced English

Responsibilities

• Ensure the Service Team interacts with the customer as a one stop solution
• Monitor, assign and manage call queues to optimize service levels and meet/exceed service level goals
• Drive department productivity, production and performance
• Consistently train and develop Service staff to effectively and accurately address customer needs and advocates for process improvement initiatives
• Resolve escalated Service calls
• Provide training and coaching to staff on a daily basis
• Develop and deliver performance reviews and work with human resources on compensative reviews
• Generate creative career roadmaps for team members allowing for professional growth
• Become the Service Center resident expert to support your team
• Liaison across teams (operations, manufacturing, logistics, etc) to find best customer solutions.

Develop a proficient use of service and sales tools, including NICE, Salesforce, MyOrders

Tipo de puesto: Tiempo completo, Permanente

Pregunta(s) de postulación:

• Tienes 5 años de experiência como Supervisor de Call center?
• Salario deseado? CRC colones

Disponibilidad para viajar:

• 25 % (Deseable)