Joversee and manage the team to ensure timely and accurate processing of transactions in the system while maintaining effective communication with brokers, account managers, and other stakeholders. Lead efforts to improve processes, ensure compliance, and support the resolution of escalated inquiries.
*responsibilities and functions*
- monitor agent performance and provide weekly documented coaching sessions.
- monitor dept. Kpis and assist in improving them.
- document poor agent performance with hr on time.
- work on weekly payroll to ensure agents are paid correctly (tress / excel / outlook).
- generate weekly agent bonuses based on their performance (excel / outlook).
- schedule agent time off in a way that avoids negative impact on kpis.
- conduct regular audits of systems and files to ensure accuracy and compliance.
*requirements*:
- bachelor's degree (desirable)
- advanced english level
- specialized knowledge:
- accounting
- commercial insurance
- computer knowledge:
- proficiency in computer navigation
- 30 wpm typing skills
- advanced excel
- experience:
- call center environment
- business
- previous leadership position
- back-office
- administrative position
- customer service
- problem solving
- attention to detail
- organized
*benefits*:
- competitive weekly salary
- excellent location (zona río, tijuana)
- legal benefits
- christmas bonus
- savings fund
- profit sharing (ptu)
- vacation days and premium
- additional paid days off
- private medical insurance and preventive care
- friendly work environment
- financing and discounts at local restaurants and coffee shops
- growth opportunities