Call Center Team Leader
Kone
- Ciudad de México
- Permanente
- Tiempo completo
- Do you have experience leading a team in a Call Center?
- Are you able to drive process changes that deliver improved customer satisfaction levels?
- Are you able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours?
- Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback.
- Observe agents weekly to ensure call quality of agents
- Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill.
- Able to assist the agents in ensuring that calls are accurately logged and dispatched.
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Preparing reports and analyzing data to assist management as they determine future goals and strategies.
- Bachelor's degree in administration, Engineering or related
- At least 5 years working as a Call Center Supervisor
- Experience in Customer Satisfaction surveys and action plans
- Excellent communication, interpersonal, and customer service skills.
- Good knowledge of Excell (pivot tables) and SAP
- Knowledge of CRM software
- Knowledge of AVAYA or related
- Proficient in English
- Excellent organizational skills and attention to detail
- Excellent problem solving and leadership skills
- Analytical, efficient, and thorough.
- We value your authentic self
- Diversity, equity and inclusion is embedded in our strategy and values
- Collaborative, creative and supportive work environment
- Passionate about safety, quality and innovation
- We care about the communities where we live and work
- Competitive salary
- Flexible work schedule
- Opportunities to learn and grow
- Comprehensive health and wellness plans for the entire family
- More benefits than required by law