SUMMARY OF ROLE HERE (REMOVE THIS INSTRUCTION)
Lead a Team ranging from 10- 15 agents with responsibility to deliver business KPIs (e.g. SLA, backlog, chat, Customer Experience, Quality, Efficiencies, etc). This role is responsible for all day-to-day efforts to ensure compliance on the workload and deliver exceptional results, play a collaborative role in growing and implementing standards and processes, employ prudence and tact in interacting with others, and remain focused on customer and staff retention.

What you’ll do

Supervise and coach a team of call center agents, providing real-time feedback and support to enhance their performance and customer interaction skills, ultimately achieving target metrics for key performance indicators (KPIs) like Average Handle Time (AHT) Quality Assurance (QA) and Customer Satisfaction (CSAT).

Manages activities of leads and employees to ensure the teams are functioning effectively to meet consumer/clients’ needs and operational initiative targets. Develop/communicate processes and policies. Creates tactical short and long-term goals that support the team’s vision and strategy. Responds promptly to escalations (Approx. 60%)

Contributes to the team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts. (Approx. 10%)

Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements. (Approx. 10%)

Produces and analyzes statistical reports to monitor teams’ performance; also monitors service-related trends to share with Business Units, Product Management, Vertical leads (Approx. 10%)

Participates in projects, including budget process, as assigned. Serves as an ambassador for the team in internal/external meetings, site visits, etc. (Approx. 10%)

What experience you need 
 

Minimum 1 year in the current position

Minimum B2+ English

No disciplinary actions within the last 3 months and not being part of a PIP 

Advanced G-suite knowledge

Leadership experience or background leading or supporting team performance (Both Voice and Backoffice).

At least 1 year of experience leading a team, preferably in a call center or customer service environment

At least 1 year of experience managing to expected behaviors and outcomes (versus "just the numbers")Ability to learn Contact Center and Equifax applications. Working knowledge of CRM tools.

Familiarity with ticketing software

What could set you apart

Bachelor's Degree Diploma or ongoing business administration (or related) studies

Previous experience in Training or Quality Departments.

Demonstrated ability to analyze issues, determine appropriate solutions and resolve sensitive problems.

Previous experience as a Backup Supervisor or SME

Scrum Master or Project Management related certificates.

Business to Business product knowledge or previous experiences.

Primary Location:

CRI-Heredia

Function:

Function - Customer Service

Schedule:

Full time