• Supervisor de Call Center

    Job Locations BR-SP-Sao Paulo
    Requisition ID
    2018-33476
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
    Travel
    0-10%
  • Overview

    GMF Career Opportunities

    Reporting to the Contact Center Manager, the Contact Center Supervisor is responsible for the direct daily administration of a Vendor responsible for performing all contact center activities related to customer service, e.g. inbound calls and e-mails, Ombudsman and SAC, as well as some back-Office activities.

    This professional will be in charge of a small team who oversees the daily metrics, training, quality, short term strategy, process improvement initiatives, etc.

    This professional will be in charge of a team of 3 GM Financial employees that supports the management of an outsourced structure of approximately 200 people.

    Responsibilities

    • Assure employees are kept motivated in all levels of the department structure;
    • Assure adequate management of outsourced service providers;
    • Ensure key performance indicators related to the area are achieved (ASA, AHT, Service Level, Abandon Rate, Quality Score, CSAT, NPS, CES, etc.). Propose and implement remediation actions to improve them when necessary;
    • Capacity Planning (with Vendor);
    • Develop strategies that considers the right balance between quality and cost;
    • Support annual Business Plan preparation;
    • Assure en effective cost control vs. budget and an accurate monthly payment process to the Vendor;
    • Daily/Monthly reports that allows senior management to oversee the results;
    • Proactively implements changes in business processes as required;
    • To ensure ongoing adherence to all relevant compliance regulations & internal controls and guidelines that may govern the business;
    • Promote strong Team Work, Integrity and Operational Excellence to support the business growth.

    Qualifications

    Academic Background

    • Bachelor degree in Administration, Economics, Accounting, Law, Marketing or equivalent.
    • Post-Graduation/MBA is a plus.

     

    Languages

    • Bilingual in Portuguese and English (desirable).

     

    Work Experience

    • Minimum of 4 years of experience in the banking/financing industry’s contact center environment, at any position. However with a minimum of 2 years of experience as supervisor or higher position.
    • General knowledge of contact center technology is a plus.

     

    • High energy, driven to succeed and deliver results; positive "can do" approach;
    • Leadership experience, preferably within a high volume dealer environment;
    • Very good communication skills, at all levels;
    • Analytical skills to assess performance of the operation and ability to anticipate/minimize risks;
    • Pursues assignments with creativity, energy, drive and a need to finish;
    • Practices attentive and active listening;
    • Ability to quickly find common ground and solve problems for the good of all. Effectively copes with ambiguity and change;
    • Adheres to corporate values and practices;
    • Ability to deal effectively with senior management;
    • Ability to work under pressure/high volume of priorities;
    • Excellent project management skills and ability to effectively prioritize tasks.

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