Head of Call Center - Bogota, Colombia - Talent Mapping

Talent Mapping

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

beBee Recruiter

Descripción

Acerca del puesto Head of Call Center:

Important international outsourced call center based in Colombia, is looking for a Call Center Manager to join the team and drive excellence in customer service.

Functions:

Creating and monitoring budget execution.
Managing the effectiveness of the CC.
Preparation of internal reports and organization and control of external

reporting.

Organization and control of adaptation of new employees.
Creating a division atmosphere that encourages effective work.
Management decisions regarding CC personnel.
Solving technical issues and nonstandard, conflict situations including

blocking and editing personal accounts.

Organization of drawing up and monitoring schedules for employees to go to work.
Providing employees with all necessary materials and resources (access to groups, equipment).
Systematic information about news / changes/priorities in the

company/division/job responsibilities.

Preparation and control of vacation schedules for employees of the CC.
Control of line loading and actions to adjust it.
Ensuring smooth operation of the office.
Formation and updating of the organizational structure.
Organization and monitoring of compliance with customer service

standards.

Internal communication with other departments.

Knowledge:

PC knowledge and basic knowledge of Office programs.
Foreign Language Proficiency (English from B2).
Knowledge of the management cycle, rules for dealing with conflicts, algorithm for implementing changes.

Skills:

-
Competent oral and written speech (Spanish and English).

Communication skills (ability to explain in simple language, convey an idea, argue, convince).
Skills in implementing changes.
Team building and team management skills.
Conflict resolution skills.

Offsets: