POSITION OVERVIEW Título del Trabajo:Supervisor de Centro de Llamadas Ubicación:Hermosillo MCI es una empresa líder en Externalización de Procesos de Negocio (BPO) que se especializa en ofrecer soluciones personalizadas para satisfacer las diversas necesidades de nuestros clientes. Con un compromiso con la excelencia y un enfoque en la innovación, nos hemos establecido como un socio de confianza en la industria. Estamos buscando personas dedicadas y con experiencia para unirse a nuestro equipo como Supervisores de Centro de Llamadas. Si tienes pasión por el liderazgo, una sólida comprensión de las operaciones de un centro de llamadas y un compromiso con la excelencia, te invitamos a postularte para estas gratificantes posiciones. Para ser considerado para esta posición, debes completar una solicitud completa en nuestra página de carreras de la empresa, que incluye preguntas de selección y una breve prueba previa al empleo. -------------- - POSITION RESPONSIBILITIES Responsabilidades clave: + Liderar y supervisar un equipo de supervisores de centro de llamadas. + Desarrollar e implementar estrategias para mejorar el rendimiento y la eficiencia del centro de llamadas. + Monitorear y analizar las métricas del centro de llamadas para identificar tendencias y áreas de mejora. + Proporcionar coaching y orientación a los supervisores para garantizar el éxito del equipo. + Implementar medidas de aseguramiento de la calidad para mantener los estándares de servicio. + Manejar consultas complejas de clientes y escalaciones. + Colaborar con otros departamentos para implementar mejoras de procesos. + Asegurar el cumplimiento de las políticas y procedimientos de la empresa. CANDIDATE QUALIFICATIONS ¿TE PREGUNTAS SI ERES UNA BUENA OPCIÓN PARA ESTE PUESTO? Se alienta a todos los solicitantes positivos y motivados a postularse. Los candidatos ideales para esta posición son altamente motivados y dedicados, y deben poseer las siguientes cualidades: + Grado Asociado, Certificación o Combinación Equivalente de Capacitación y Experiencia. + Experiencia previa en operaciones de centros de llamadas. + Sólidas habilidades de liderazgo e interpersonales. + Excelentes habilidades de comunicación y resolución de problemas. + Capacidad para realizar múltiples tareas y trabajar en un entorno dinámico. + Dominio de tecnologías y software de centros de llamadas. + Conocimiento de las regulaciones de la industria y requisitos de cumplimiento pertinentes. + Capacidad para leer y hablar inglés con fluidez COMPENSATION DETAILS ¿DESEAS UN EMPLEADOR QUE VALORE TU CONTRIBUCIÓN? Ofrecemos paquetes de compensación competitivos, oportunidades de desarrollo profesional y un ambiente de trabajo colaborativo que valora la diversidad y la inclusión. PHYSICAL REQUIREMENTS Este trabajo se realiza en un entorno de oficina profesional. Mientras realiza las funciones de este trabajo, el empleado estará mayormente sedentario y se requerirá que esté sentado/de pie durante largos períodos mientras usa una computadora y un auricular telefónico. El empleado deberá operar regularmente una computadora y otros equipos de oficina, incluyendo un teléfono, copiadora e impresora. Ocasionalmente, se puede requerir que el empleado se desplace por la oficina para cumplir tareas; alcanzar en cualquier dirección; levantar o bajar objetos, mover objetos de un lugar a otro, agarrar objetos y mover o ejercer fuerza de hasta cuarenta (40) libras. CONDITIONS OF EMPLOYMENT All MCI Locations + Must be authorized to work in the country where the job is based. Subject to the program and location of the position + Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. + Must be willing to submit to drug screening. Job offers are contingent on drug screening results. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. ................ The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. ID2024-42310 Updated Date8/26/2024 DepartmentOperations Management Positions EducationAssociate Degree, Certification or Equivalent Combination of Training and Experience Min. Years Experience3 Company/BrandMCI Location : LocationMX-SON- Career LevelMid-Level Employment TypeFull-Time Reports ToManager