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Inbound Supplier Perfomance Leader (Contact Center)

  • Location
    • São Caetano do Sul, São Paulo
  • Schedule Full time
  • Posted

Description

Job Responsibilities:

  • Review and approve request for overtime

  • Preparation of data and main KPIs analysis to ensure Service Delivery

  • Act in a proactive manner to solve small problems before they become major issues

  • Championing needs of call center partner within Traditional organization

  • Learning Traditional system and application in depth as it pertains to LOBs assigned

  • Coordinate information sharing

  • Act as liaison between cross functional teams and respective supplier operation management teams for training, technology enhancements and all call center activity

  • Assist in the research and resolution of escalated calls; provide root cause analysis and necessary corrective actions

  • Interact with process and project Leadership to successfully implement new business requirements

  • Review and discuss quality insights on a weekly basis with supplier

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Additional Description

Abilities:

  • Contract Management/Call Center related experience

  • Customer Focus

  • Ability to manage multiple projects/programs

  • Ability to delegate and follow up/follow through to resolution

  • Customer Orientation Skills

  • Ability to resolve disagreements with sensitivity, and involve others when needed

  • Dealing with incoming and outgoing calls

  • Excellent Verbal Communication and Excellent Written Communication

Required Skills:

  • Excellent PC skills including MS Office (e.g., Excel, PowerPoint, Word)

  • Data analysis orientation

  • Fluency in English language

  • Understanding of Call Center Operations, Service Delivery and the CRM System Infrastructure

  • Knowledge/Experience of the GM Field, Dealer, Sales and Service organizations and processes is preferred

Desirable Skills

  • PWBI knowledge

  • Understanding of call center tools including but not limited to> Workforce Management tools such as IEX, CMS, Knowledge Management Tools, Case management tools (Siebel), Chat Tools (AVAYA), EDW, NICE CQM

Work Location - Teleperformance facilities on Vila prudente - São paulo/SP (Contact Center)

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