Operations Coaching Supervisor, Pas (León)

Position Summary

We are seeking a service coach. The supervisor will provide support, performance management, and on‑going development to agents focused on NPS and customer satisfaction. Also responsible for the continuous improvement and attainment of performance results of the department.

Responsibilities

• Coach and lead a team of Phone application Support agents for a defined group in compliance with company guidelines and regulations to maximize revenue.
• Oversee all required daily functions with the operations.
• Set and enforce clear expectations for the team through ongoing performance discussions.
• Monitor and evaluate individual and team performance against objectives.
• Coordinate work activities with other supervisors and agents.
• Provide coaching and feedback to team members.
• Assist the phone application support manager in developing and implementing strategies that lead to accomplishing KPIs....