Multinational company providing assistance services and products (home, legal, medical, pets, funeral, automotive, etc.) is offering the position of bilingual operations supervisor at igs mexico.
this role will be responsible for controlling and supervising the team of call center operators, as well as overseeing the proper coordination of services aligned with established metrics, always ensuring quality throughout the costomer service process.
main responsabilities:
* manage an supervise call center operators (services/operational incidents).
* analyze operational reports related to telephony and services to support accurate and effective decsion-making.
* work closly with the customer service and quality departments to mitigate any operational deficiences or complaints.
* monitor and analyze claims/loss ratios of accounts, implementing cost-containment srategies.
requirements:
* bachelor's degree in business administration, industrial engineering, or related fields.
* at least 5 years of experience in call center or similar roles (such as senior supervisor).
* proficiency in conversacional and written english.