Description
*rapido solutions group helps you to work for an american company remotely from guadalajara;*
*_
about the role_*:
as contact center manager, you will be at the forefront of serving and building relationships with
our different customers in the us. You will supervise several different operations teams for
different customers to ensure rep development and growth. As each customer has different needs
and kpi’s, you will help drive performance metrics to ensure our teams in guadalajara are
meeting the customer’s expectations and commitments. You will also be tasked with maintaining
all data of each customer and providing consistent reporting internally and externally that
measures the performance of the reps.
*_
key responsibilities:_*
- ensuring the customer receives the same high level of service and experience that is
expected within the rest of the company.
- serve as the primary escalation point for the customer when operational issues arise and
the reps need assistance in how to resolve
- driving all corrective action measures and preparing corrective action plans for customers
- supervising, coaching, and developing reps to ensure they are working at maximum
efficiency and productivity and monitoring their kpi’s on a daily and weekly basis
- reporting and closely monitoring all customer kpi’s and keeping the customers and
rapido leadership updated on the performance.
*_
we offer_*:
- at rapido, we offer competitive pay and full benefits + law benefits.
- commission plan structure
- ping pong and videogames area.
- free lunch and beer friday
- savings fund and private medical insurance.
- paid time off.
- food vouchers.
*requirements*:
*_
about you:_*
- management experience of two years.
- experience communicating with us customers
- bachelor's degree
- experience in the logistics field.
- team player who can also produce independent results