**Role Purpose**
Provide supervision to a team of Agents to ensure adherence to Performance Management and Quality Control Processes and Procedures, with the overall aim of achieving key Center targets.
Ensure the continuous improvement of all areas in process scope and compliance with specific Service Level Agreement requirements (where applicable).
Ensure resolution of customer issues.
Provide support to team in decision making to decrease risk of the Company.
**Key Accountabilities**
- Lead team members in assigned process in accordance with Service Level Agreements, completion of assignments, rules, schedules and resolves issues.
Monitor team workflow for accuracy, timeliness and completion.
- Act as first point of contact by providing management of center for functional area and acting as a point of contact for agents, hotels and external departments.
Act as initial escalation point for Center within Health and Safety guidelines.
- Supervise day-to-day operations and assignments of a subordinate staff, plan and organize work, and assist management in implementing functional goals and objectives.
Communicate goals and objectives to subordinate staff members, and assign/prioritize work in keeping with employee skill levels, workloads and completion time frames.
Advise staff of formal policies and procedures, identifying options and resolving issues.
Monitor progress and productivity of staff, and resolve any problems encountered in daily work assignments.
Recommend and/or initiate salary, disciplinary, or other staffing-related actions in accordance with company rules and policies.
Monitor and approve staff leave while maintaining sufficient work coverage.
Alert management of potentially serious issues.
- Maintain a consistent, high quality customer-focused orientation.
Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided.
Respond to individuals in manner and timeframe promised, or follow-up to explain status.
Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.
**Key Skills & Experiences**
EDUCATION
- Bachelor's degree or higher education preferred but not required (localization as necessary).
EXPERIENCE
- At least 1 to 2 years supervising experience in a call center environment or Hotel Reservations.
- 4 to 7 years progressive work-related experience in a call center, sales, or customer support environment as well as demonstrated proficiency in multiple disciplines/processes related to the position.
TECHNICAL SKILLS AND KNOWLEDGE
- Ability to understand quality control and assurance guidelines.
- Proficient in recognizing and resolving problems or inconsistencies in transactions.
- Demonstrate knowledge of contact center dynamics & metrics to include:
- Demonstrate understanding between service level and occupancy.
- Adherence to schedule, non-phone activities basic queuing principles metrics related to performance and efficiency.
- Demonstrate project management experience in organizing, planning and executing small to mid-scale projects.
- Demonstrate ability in leading work teams and/or technical staff with strong coaching and motivational skills.
- Demonstrate effective verbal and written communication - a high level of listening, written, verbal and presentation skills.
- Capability to manage hybrid teams.
- Has high EQ which translates to self-awareness, ability to manage themselves, socially aware or attuned and are able to manage relationships.
- Can self-regulate along the lines mental, physical and emotional well-being while being remotely managed.
PHYSICAL REQUIREMENTS
- Work is performed remotely (work from home).
Legal authorization is required to work in Mexico.