Job Description

This position is responsible for the on-shift performance management of Call Center Agents as well as monitoring the flow of samples through the dialer service. In this role, you will be accountable for ensuring consistent productivity and desired levels of performance within a shift.

Responsibilities

• Manage shift performance by monitoring individual and overall call center metrics and providing on-shift coaching and motivation (via chat/calls) to agents and teams.
• Handle real-time staffing adjustments, moving agents in and out of tasks based on individual performance, throughput, and demand.
• Collaborate with Production associates to monitor and ensure the efficient flow and priority of calling sample.
• Develop, deliver, and use pre-shift, on-shift, and post-shift reports on performance statistics, including creating seating charts to track individual agent performance.
• Assist with queueing out sample before each shift and determining calling priority.
• Collaborate with staff and cross-functional departments to achieve daily and project-based production goals.
• Generate and distribute End-of-Day (EOD) performance reports for active calling accounts.
• Perform core CATI tasks such as setting up callbacks, correcting data errors, and verifying sample accuracy.
• Provide strategic recommendations to Operations Leaders for improving on-shift performance and efficiency.

Qualifications

• Fluent in the English and Spanish Language 
• Bachelor’s degree or equivalent experience; relevant certifications or advanced coursework preferred.
• Experience utilizing an automated dialer service or working in a dialer environment
• +2 years prior call center or customer service experience (Preferred)
• Excellent communication skills (Verbal & Written)
• Strong Interpersonal Skills
• Effective coaching skills
• Organizational and time management skills
• Proficient in Google, Windows & Microsoft Office, specifically in Excel and Google Sheets

What you can expect:

• Workplace Computer Equipment
• IMSS (Mexican Social Security Institute)
• 30 days of Christmas bonus (Aguinaldo)
• 12 days of vacation after the first year
• Life Insurance
• Major Medical Expense Insurance
• 9% Food Stamps
• 13% Savings Fund
• 50% Vacation Bonus

 

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Additional Information

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