Candidaturas encerradas

Call Center Lead

Descrição da vaga

At Stefanini we are more than 30,000 geniuses, connected from 41 countries, doing what we are passionate about and co-creating a better future.

In order to continue growing, we are currently looking for a leader for Bilingual Call Center

Responsabilidades e atribuições

- On-site / full time position (hybrid model afther three on-site months)

- Intercenter Busciness Center (José María Vigil 2370 CP.44656 Col. Italia Providencia, Guadalajara, Jalisco)

Experience

- +2 years handling a contact center team (at least 5 Agents)

- Handling 1-1 feedbacks

- Tickets and calls auditing

- Handling meetings with customers

- Filtering candidates (SD Agents)

- Backlog, queue management and workload balance

- Shift roster based on volumes

Requisitos e qualificações

Skills

- Advanced English (spoken and writing)

- Strong analysis, resolution and writing skills

- People management

- Perform in adverse situations

- High urgent sense

- Effective communication

- Real time monitoring

- Result-oriented leader

Knowledge

- High School Degree

- Basic software knowledge; windows, office, basic network issues

- Ticketing systems and IVR tools

- Understanding of Quality Assurance best practices and standards.

- SLAs and KPIs control (ABR, ASA, AHT, FCR, etc)

Etapas do processo

Etapa 1: Cadastro
Etapa 2: Entrevistas
Etapa 3: Confirmación de candidato
Etapa 4: Onboarding
Etapa 5: Contratação

Creer para co-crear

¿Buscas un lugar donde tus ideas brillen?

Con más de 38 años y una presencia global, en Stefanini transformamos el mañana juntos. Aquí, cada acción cuenta y cada idea puede marcar la diferencia. Únete a un equipo que valora la innovación, el respeto y el compromiso.