Número de empleados
Sitio Web corporativo
Descripción y detalle de las actividades
• Responsible for performance of agents • Analyze operating results on a weekly basis and inform the agent about his/her performance. • Train agents on operational issues. • Conduct monthly performance evaluations of individual agents and keep agent scorecard updated, in coordination with the QA Department. • Adjustment recommendations in employee schedules • Schedule penalties and disciplinary action in accordance with regulations under the supervision of the operating Supervisor. • Authorization permits, schedule exchanges, absence justification and deliver personal messages to Human Resources and their respective copy to the agent. • Provide necessary support and feedback directly to agents, when necessary. • Constantly scan operation to identify areas of opportunity.
Experiencia y requisitos
• 1 year or more in position or similar • High School Diploma or Technical Career • Basic understanding of percentages calculation • 95% bilingual (native English) • MS Office, Outlook, Internet Skills: • Teamwork • Organized • Negotiation skills • Work under pressure • Results-oriented • Efficient personnel management and conflict resolution.