Teleria Supervisor - #7512728

Job Description

Ria’s mission is to be the most progressive money transfer company in the world by offering service excellence and the most competitive and reliable remittance payment services to our customers.

Call Center Supervisor's job entails organizing and directing the daily activities concerned with the call center operation. the main responsibility of a call center supervisor is to manage, train and guide call center operators to execute their tasks. their responsibilities include managing and guiding daily tasks and goals of the group of team leaders, calculating call center performance about calls and productivity of staff, and is in charge of managing schedules to control adequate staffing levels.

Responsibilities

• Managing and directing the daily activities of CC operators
• Supervising, planning and managing functions concerned with call center activities, campaigns and training sessions
• Creation of concrete work plans to improve performance and stablish measurable goals throughout the year
• Carrying out call monitoring, coaching, training, disciplining, and reviewing the performance of all operators
• Practicing and ensuring compliance with that all the organization's policies and adequate operational procedures including necessary disciplinary actions with personnel
• Attending and resolving customer complaints and doubts from operators to resolve inquiries effectively
• Ensure team members acquire the appropriate support and training to apply the best skills and knowledge on the job
• Operators' performance review on yearly and periodically
  
  

Qualifications

• Bachelor's degree or equivalent level of experience of 3 year's or more as experienced in call center
• Excellent language skills in both Spanish and English
• Ability to plan well and prioritize cork
• Medium level skilled in computers (Microsoft Office Software)
  
  

Experience

• Experience in managing teams and the following performance
• Excellent language skills in both Spanish/English
• Basic knowledge of KPI's and providing coaching according to techniques
  
  

Benefits: Our package includes Competitive salary, 1 month of Aguinaldo (Christmas bonus),15 days’ vacation, Life insurance, Food vouchers and Work-life Balance.

Ria values diversity and is proud to be an equal-opportunity employer. We provide equal opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.