Ensure the department is meeting its goals by monitoring KPIs, agent performance, providing feedback, documenting poor performance and providing all necessary and available work tools to agents. Create a healthy work environment that helps keep attrition low.

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 to KPIs
• Perform other administrative tasks as assigned such as generating attendance reports, sending weekly performance updates, or generating invoices for company purchases

Requirements

• Bachelor's degree (Desirable)
• Advanced English level
• Windows Office knowledge: Word, Excel, PowerPoint
• Experience:
• Previous leadership position (+3 years of experience as a supervisor)
• Call center environment
• Business
• Administrative position
• Learning capacity
• Active listening

Benefits

• Competitive weekly salary
• Excellent location (Zona Río, Tijuana)
• Legal benefits
• Christmas bonus
• Savings fund
• Profit sharing (PTU)
• Vacation days
• Vacation premium
• Extra paid days off
• Private medical insurance and preventative care
• Friendly work environment
• Financing and discounts at local restaurants and coffee shops
• Growth opportunities