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Contact Center Team Lead

hace 1 mes

Orotina, Costa Rica Inchcape A tiempo completo

Publicación válida sólo para postulantes locales.

**Inchcape **es el distribuidor automotriz líder a nível global, con presencia en más de 40 países. Somos socios estratégicos de 40 de las marcas automotrices más importantes, impulsando una movilidad mejor, para hoy y para el futuro.

Somos un equipo diverso y global, formado por más de 20.000 personas, que fomenta una cultura de inclusión y colaboración, con el objetivo de lograr grandes experiências para nuestros clientes y socios. En Américas, somos un equipo 8.500 personas y estamos presentes en 14 países de la región, y seguimos creciendo, dedicados a crear un futuro exitoso y sostenible para la industria.

En Inchcape, podrás hacer realidad todo tu potencial, aprovechando diversas oportunidades de carrera y experiências de aprendizaje. Trabajarás con tecnología de vanguardia, innovando y colaborando con colegas guiados por una mentalidad de futuro. Si estás motivado, tienes una actitud positiva y ganas de mostrar lo mejor de ti, te invitamos a sumarte a nosotros para impulsar el futuro de la movilidad.

Hoy nuestra Gerencia de Omnicontact se encuentra en la búsqueda de su próximo/a **Contact Center Team Lead** quien tendrá la misión de liderar la operación in house del servicio Contact Center para los mercados y marcas del Cluster CARCAM (pudiendo incrementar el scope operacional y marcas) asegurando el cumplimiento de los objetivos de resultados de negocio así como los estándares de calidad de atención y experiência esperada por los clientes.

**Dentro de las principales funciones a realizar se encuentran**:

- Asegurar onboarding, training, orientación, integración y offboarding exitoso de los agentes, supervisando el foco y aprovechamiento adecuado remoto y presencial.
- Liderar la adopción de los lineamientos de atención de cada marca, procesos y procedimientos estándar para atención inbound y outbound de canales telefónico y digital
- Proporcionar retroalimentación y coaching a los agentes sobre su desempeño a través de evaluaciones periódicas tanto de calidad como de cumplimiento de objetivos
- Coordina la relación con los líderes de mercado de CARCAM para buscar un despliegue exitoso de entrenamiento durante el onboarding y refuerzos de ser necesario
- Prioriza los requerimientos de los líderes de marca a fin de optimizar el uso de las dotaciones hacia actividades que generen el mayor retorno al negocio de cara al inicio de operaciones
- Garantizar y fomentar uso correcto y registro de plataformas de gestión Salesforce, service booking, Incadea, etc.
- Asegura cumplimiento de KPIs de la operación e indicadores comerciales del negocio
- Realizar proceso de facturación y asignación de costos en SAP a cada marca.

Haremos **Match** si cumples con los siguientes Requisitos:

- Estudios culminados en Administraciòn de Empresas, Ingenierìa Industrial, Mercadeo o carreras afines.
- Nível intermedio-avanzado de Inglès.
- Experiência mínima de 3 años cómo jefe y gestionando equipos de CC superiores a 50 personas.
- Experiência de más de 6 años en Call Center, habiendo manejado cuentas masivas, a nível regional o para empresas grandes (sector salud, retail, banca, aerolíneas, etc)
- Experiência liderando equipos con objetivos comerciales.
- Manejo de SAP, Salesforce, Genesys, Incadea.
- Experiência o conocimiento del sector automotriz (deseable no excluyente)
- Deseable manejo previo de equipos no presenciales/ híbridos.
- Manejo Office (Word, Excel, Outlook, Power Point) a nível Intermedio / avanzado

Información de la Vacante:

- **Líder Directo**: Omnicontact Process & Project Lead Americas****:

- **Lugar de Trabajo**:La Uruca**, **San José, Costa Rica
- **Modalidad**:Híbrida.

En Inchcape Americas, nos dedicamos a construir un lugar de trabajo diverso, inclusivo y auténtico. Inchcape es para todos y todas. Si te entusiasma este rol y compartes nuestros valores de entregar grandes experiências a través de un pensamiento innovador y trabajando mejor juntos; te invitamos a postular.

Apoyamos la diversidad y la inclusión en todas sus formas, sin discriminar por edad, género, orientación sexual, nacionalidad, religión y discapacidad.