Position Overview
Estamos buscando personas dedicadas y con experiencia para unirse a nuestro equipo como Supervisores de Centro de Llamadas. Si tienes pasión por el liderazgo, una sólida comprensión de las operaciones de un centro de llamadas y un compromiso con la excelencia, te invitamos a postularte para estas gratificantes posiciones.
Para ser considerado para esta posición, debes completar una solicitud completa en nuestra página de carreras de la empresa, que incluye preguntas de selección y una breve prueba previa al empleo.
Position Responsibilities
* Liderar y supervisar un equipo de supervisores de centro de llamadas.
* Desarrollar e implementar estrategias para mejorar el rendimiento y la eficiencia del centro de llamadas.
* Monitorear y analizar las métricas del centro de llamadas para identificar tendencias y áreas de mejora.
* Proporcionar coaching y orientación a los supervisores para garantizar el éxito del equipo.
* Implementar medidas de aseguramiento de la calidad para mantener los estándares de servicio.
* Manejar consultas complejas de clientes y escalaciones.
* Colaborar con otros departamentos para implementar mejoras de procesos.
* Asegurar el cumplimiento de las políticas y procedimientos de la empresa.
Candidate Qualifications
Se Alienta a Todos Los Solicitantes Positivos y Motivados a Postularse. Los Candidatos Ideales Para Esta Posición Son Altamente Motivados y Dedicados, y Deben Poseer Las Siguientes Cualidades
* Grado Asociado, Certificación o Combinación Equivalente de Capacitación y Experiencia.
* Experiencia previa en operaciones de centros de llamadas.
* Sólidas habilidades de liderazgo e interpersonales.
* Excelentes habilidades de comunicación y resolución de problemas.
* Capacidad para realizar múltiples tareas y trabajar en un entorno dinámico.
* Dominio de tecnologías y software de centros de llamadas.
* Conocimiento de las regulaciones de la industria y requisitos de cumplimiento pertinentes.
* Capacidad para leer y hablar inglés con fluidez.
Compensation and Benefits
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
* Paid Time Off: Earn PTO and paid holidays to take the time you need.
* Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
* Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
* Retirement Savings: Secure your future with retirement savings programs, where available.
* Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
* Life Insurance: Access life insurance options to safeguard your loved ones.
* Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
* Paid Training: Learn new skills while earning a paycheck.
* Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
* Casual Dress Code: Be comfortable while you work.
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Conditions of Employment
* Must be authorized to work in the country where the job is based.
* Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
* Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
Job Description Notes
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
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