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Training and Quality Lead
hace 2 semanas
Busca incorporar en nuestro equipo un/aTeam Leader. Esta persona dispondrá de los conocimientos necesarios para entender las necesidades de equipo y liderar la implementación y gestión de nuevos procedimientos.Supervisar y monitorear el rendimiento de los agentes de servicio al cliente para asegurarse de que cumplan con los estándares establecidos y brinden un servicio de calidad. • Gestionar las interacciones y reclamaciones de los clientes que requieran la intervención de un nivel de liderazgo proporcionando orientación y apoyo a los agentes en situaciones desafiantes o complicadas con los clientes. • Proporcionar retroalimentación y coaching individualizado a los miembros del equipo para mejorar su desempeño y habilidades. • Identificar las necesidades de capacitación del equipo y coordinar la implementación de programas de desarrollo de habilidades. • Ayudar con las evaluaciones periódicas del desempeño de los agentes y participar en las reuniones de retroalimentación para discutir fortalezas y áreas de mejora. • Analizar datos y métricas de desempeño para identificar áreas de mejora y establecer metas y objetivos para el equipo. • Participar en reuniones de liderazgo para discutir estrategias, compartir mejores prácticas y alinear los objetivos del equipo con los de la organización. • Formar nuevas incorporaciones al departamento de atención al cliente. • Experiencia en atención al cliente. • Conocimiento de ofimática. • Comunicación y trabajo en equipo. • Conocimientos en documentación y metodologías de trabajo ágiles. • Tipo de contrato: indefinido (6 meses de prueba). • Beneficios sociales • Plan de carrera: formación, capacidades de promoción interna. • Horario de trabajo rotativo. •
