Supervisor Contact Center Bilingüe - Remote

Overview

We are looking for a Bilingual Contact Center Supervisor to join an innovative transportation company based in the USA.

In Short

• Main responsible for customer service with a strong team management and case resolution focus.
• Management of a distributed bilingual team across the country, report analysis, and weekly calibration meetings.
• Monitoring key KPIs in the service area and managing omnichannel through Salesforce.
• Responsible for creating and executing improvement plans for customer service levels.
• Coordination of weekly operation follow-up meetings with the team and C-Suite level.
• High capacity for restructuring contact center processes.

Requirements

• At least 5 years of experience in contact center supervisor positions with metrics analysis.
• Strong analytical skills and experience in report creation and data management.
• Advanced students or graduates in Business Administration, Marketing, or related fields (desirable).
• Bilingual English proficiency (mandatory).
• PC proficiency.

Benefits

• 100% remote work modality, Monday to Friday from 9 AM to 6 PM.