*responsibilities*:
- assist with providing solutions to inbound customer inquiries through effective problem solving and decision making
- assist immediate manager with team motivation and performance monitoring
- mentor associates to improve individual performance
- consistently achieve individual and team performance targets under little to no direct supervision
- fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
*qualifications*:
- 2-4 years' experience in a related role
- proficient in microsoft office
- effective verbal and written communication skills
- sales experience
- excellent influencing and relationship management skills
- proven ability to work under limited supervision and seek out advancement opportunities
- excellent technical and data entry skills, including utilizing a 10-key touchpad
- proven ability to creatively solve problems
*education*:
- high school diploma or equivalent
this job description provides a high-level review of the types of work performed.
other job-related duties may be assigned as required.
- analisis de grabaciones ( calidad de atencion al cliente)
- implementacion de planes de acción con los ejecutivos de call center
- seguimiento a resultados de calidad de cada uno de los ejecutivos
- coordinacion con el proveedor de servivios de call center para realizar calibraciones y alineacion de criterios de evaluación
- generacion de evidencias de retroalimentación
- entrega de audio via sft al proveedor imt para el analisis vía speech analitycs
- seguimiento con el proveedor imt a los resultados mensuales de speech analitycs
- presentación de resultados semanales y mensuales
- generacion de evidencias para auditoria
- seguimiento a entrega de grabaciones por peticiones especiales para auditoria y aclaraciones de quejas
- *job family group*:
customer service
- *job family*:
service
- *time type*:
full time
- citi is an equal opportunity and affirmative action employer.
qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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