Senior Supervisor

Bachelor’s degree in Industrial Engineering, Business Administration or related.
- A minimum of 5 years’ experience working in a customer service, manufacturing, or production environment
- At least 2 years supervisory experience
- Strong verbal communication (English and Spanish)
- Experience with KPI's and QA
- Advanced English

**Responsibilities**
- Ensure the Service Team interacts with the customer as a one stop solution
- Monitor, assign and manage call queues to optimize service levels and meet/exceed service level goals
- Drive department productivity, production and performance
- Consistently train and develop Service staff to effectively and accurately address customer needs and advocates for process improvement initiatives
- Resolve escalated Service calls
- Provide training and coaching to staff on a daily basis
- Develop and deliver performance reviews and work with human resources on compensative reviews
- Generate creative career roadmaps for team members allowing for professional growth
- Become the Service Center resident expert to support your team
- Liaison across teams (operations, manufacturing, logistics, etc) to find best customer solutions.

Develop a proficient use of service and sales tools, including NICE, Salesforce, MyOrders

Tipo de puesto: Tiempo completo, Permanente

Pregunta(s) de postulación:

- Tienes 5 años de experiência como Supervisor de Call center?
- Salario deseado? CRC colones

Disponibilidad para viajar:

- 25 % (Deseable)