Objective:
Execute escalation calls and provide resolutions to clients, solve problems in real time and optimize the knowledge of procedures and politics of the telephone agents.
Main Activities:
- Take escalation calls according to their line of business.
- Support the integration and training of the new hires.
- Solve any doubts from the telephone agents in operational matters.
- Monitor and audit the calls from new hires to find any deficiency of the training.
- Join as a support to the Operations Supervisor in case of team meetings or training.
- Report any tendencies and opportunity areas detected in Operations.
- Bring backup and/or execute activities referred to as plans for operational improvement.
Requirements:
- Excellent punctuality and attendance.
- Academic preparation is preferred.
- Availability to cover required shift.
- Organizational skills.
- People management skills.