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Open nowFirst seen 5 days ago

Supervisor de Contact Center

Externa Talent Hunters402 open roles

Where
Quito, Ecuador
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Your applicationOpen nowSupervisor de Contact CenterExterna Talent Hunters · Quito, Ecuador

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Externa Talent Hunters's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

Misión del cargo:

Gestionar de manera eficiente las operaciones diarias del centro de contact center, liderando a un equipo de agentes enfocados en brindar un servicio de alta calidad y asegurando el cumplimiento de las normativas legales vigentes.

Nivel de instrucción:

Tercer Nivel en Administración, Comercio, Negocios o carreras afines

Experiencia:

2 a 3 años de experiencia

Lugar de trabajo: Quito

Competencias:

- Liderazgo

- Planificación y organización

- Orientación al cliente

- Impacto e influencias

- Proactividad

- Capacidad y estructura de la información

Conocimientos técnicos requeridos.

- Servicio al cliente Multicanal

- Análisis de datos

- Excel | Intermedio

- Buenas prácticas de documentación

- Plataformas de Contact Center as a Service (CCaaS): Experiencia con herramientas como Genesys, Five9, Talkdesk, o Avaya, AWs (excluyente)

Funciones a desempeñar:

- Coordinar y supervisar las actividades diarias del equipo, asegurándose de que sigan los procedimientos y políticas establecidos.

- Proveer retroalimentación constante a los asesores.

- Gestionar la asignación de tareas y turnos.

- Realizar auditorías de llamadas, chats o interacciones en los canales utilizados, evaluando su calidad y cumplimiento de protocolos.

- Implementar y dar seguimiento a planes de mejora para mantener altos estándares en la atención al cliente.

- Resolver consultas y escalaciones que no puedan ser atendidas por los agentes.

- Detectar necesidades de formación y coordinar.

- Motivar al equipo y promover un ambiente de trabajo positivo.

- Asegurar el uso eficiente de las herramientas tecnológicas disponibles (CRM, plataformas de telefonía, chats, etc.).

- Reportar y coordinar soluciones para problemas técnicos que afecten las operaciones del Contact Center.

- Administrar los recursos del equipo.

- Ejecutar estrategias diseñadas por el Gerente de Operaciones para mejorar la productividad y eficiencia del Contact Center.

- Garantizar que los procesos establecidos (como la gestión de leads, protocolos de atención o flujos de trabajo) se cumplan correctamente.

- Proponer mejoras operativas y ajustarlas en colaboración con el Gerente de Operaciones.

- Identificar cuellos de botella y áreas de oportunidad en los flujos operativos.

- Implementar estrategias para aumentar la eficiencia del equipo, reduciendo tiempos y costos operativos sin comprometer la calidad

Sueldo: $750 + variable

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