Business Process Outsourcing Supervisor
hace 5 meses
Resumen:
**Responsabilidades**:
- Controlar y supervisar para que el manejo de los níveles de servicio se cumpla, de acuerdo con los objetivos establecidos.
- Controlar y velar por mantener actualizada toda la información de indicadores de cada área buscando mejoras constantes en cada una.
- Analizar y proponer mejoras a todos los procesos buscando incrementar la satisfacción de los clientes.
- Crear estrategias innovadoras para atender a los clientes mediante la digitalización y automatización.
- Elaborar reportes de indicadores de gestión cuantitativos y cualitativos para la Gerencia y Subdirección.
- Preparar proyecciones de casos, presupuesto y demás que sea necesario para el buen funcionamiento del área.
- Velar por la maximización en el uso de los recursos asignados al departamento.
- Asegurar la correcta ejecución del presupuesto
- Buscar de manera proactiva la erradicación de los temas que causan insatisfacción en los clientes y/o generan reducción de ganancia para la empresa.
- Supervisar el cumplimiento de procesos y buen funcionamiento de la gestión de cada área bajo su responsabilidad.
- Velar de que las plataformas de atención posean las herramientas necesarias para que la administración y gestión de atención al cliente sea efectiva.
- Ser interlocutor con los diferentes departamentos de la empresa y para lograr cumplir los objetivos.
- Asegurar que las plataformas se encuentren actualizadas sobre nuevos productos, promociones, herramientas, procedimientos, etc.
- Atender reuniones programadas.
- Cualquier otra función afín requerida por necesidad de la empresa, derivada de cambios en las operaciones de negocio.
Calificaciones:
- Mínimo 3 años de experiência en puestos similares en manejo de personal y administración de canales de atención:
- Call Centers Inbound
- Chats Asistidos y Bots
- Redes Sociales
- Amplio conocimiento en KPI´s de canales de atención Inbound y outbound.
- Certificado COPC (Deseable)
- Experiência en administración de proveedores de canales de atención.
- Habilidades de organización, capacidad para establecer prioridades y cumplir con plazos desafiantes.
- Habilidades de gestión de proyectos desde el concepto hasta la planificación, implementación y evaluación, habilidades de planificación estratégica.
- Habilidades Analíticas.
- Experiência y conocimiento en la creación de dimensionamientos (manejo de colas) en los canales de atención.
- Control de presupuestos.
- Experiência en la maximización del recurso humano y eficiencia continua.
- Experiência en el mercado de las telecomunicaciones (Móvil, fijo)
- Experiência en manejo de equipos numerosos y en distintas localidades (dentro y fuera del país)
- Experiência en creación y administración de Bots
- Conocimiento de idioma inglés en nível intermedio - avanzado.
- Manejo de Microsoft Office, Outlook, Word, PowerPoint, Excel
- Experiência en resolución de problemas
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