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**Responsibilities**:- Assist day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals.- Assist manager with coaching a team of approx 35-45 representatives in a manner that ensures high quality customer care, focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services.
This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes.- Builds effective and strong teams committed to delivering world class customer care and achieving organizational goals.- Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.
Initiates and develops relationships with others throughout the business unit and the company in order to identify and understand customer and business needs.
Create and foster a trusting and engaging work environment.- Ensure a culture of accountability, integrity and respect.- Identify and analyze escalated problems and provide guidance to team members for resolution.- Negotiate solutions and acts as a liaison with internal and external customers when necessary.- Monitor research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations.- Performs other job related duties as assigned.- 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**:- Strong communication skills.
Solid PC Skills.
Ability to make sound business decisions.
Strong performance management abilities.
Solid leadership skills and ability to direct and motivate staff with integrity and ethics.
Interpersonal skills and ability**Education**:- Bachelors degree**Escolaridad**:Licenciatura concluida (Titulado) en áreas/especialidades en: Administración, Economía, Finanzas, Mercadotecnia y/o Contabilidad.
**Experiência**:**Mínimo 3 años de experiência** en puesto similar**Mínimo 2 años** en área de cobranza/operaciones de Seguros.
**Conocimientos específicos y/o técnicos indispensables**:- Experiência en atención al cliente y en supervisión.- Coordinación y Organización de los Ejecutivos de Cobranza.- Entrenar, asesorar y supervisar a los Ejecutivos de Cobranza.- Garantizar que se apliquen las políticas de la aseguradora como el modelo de llamada de cobranza.- Monitorear la productividad diaria del Call Center Cobranza.- Realizar feedback consistente y preciso.- Capacitar constantemente al equipo de Call Center Cobranza.- Generar y fortalecer un buen ambiente y el respeto dentro del grupo de trabajo, siguiendo como base el código de conducta.- Facilitar cualquier tipo de información necesaria para que el ejecutivo pueda concluir la llamada en una promesa de pago