_This is a fully on site position in Guadalajara_
- Advanced english is required_
**QUALIFICATIONS**:
- 2 YEARS' EXPERIENCE IN A SUPERVISORY ROLE IN A TELEPHONIC OR PERSONAL CUSTOMER CONTACT POSITION PREFERRED.
- KNOWLEDGE AND EXPERIENCE WITH CALL CENTER METRICS AND REPORTING.
- CUSTOMER SERVICE ORIENTATION; ENERGETIC AND OUTGOING PERSONALITY.
- BASIC PC KNOWLEDGE, WORKING KNOWLEDGE OF WINDOWS OPERATING SYSTEMS, INTERNET AND MAINSTREAM WEB BROWSERS; CRM SOFTWARE EXPERIENCE A PLUS
**RESPONSIBILITIES**:
- SUPERVISES EMPLOYEES WHO INTERACT WITH POTENTIAL CUSTOMERS VIA TELEPHONE, OR BY OTHER FORMS OF COMMUNICATION; PROVIDES TRAINING AS NEEDED.
- MONITORS AND EVALUATES EMPLOYEES' INTERACTIONS AND WORKFLOW TO ENSURE THAT PERFORMANCE STANDARDS AND THE VOLUME TARGET ARE MET.
- RESPONSIBLE FOR THE DAILY ACTIVITY OF DEPARTMENT POLICIES AND PROCEDURES INCLUDING MEETING OPERATIONAL STANDARDS, MAINTAINING EMPLOYEE SERVICE LEVELS, IMPROVING QUALITY SERVICE,...