Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
Lead and motivate a team of customer support representatives.
Ensure all customer inquiries are resolved efficiently and effectively
Cultivate a positive and productive team environment
Maintain high quality customer service standards through coaching and performance evaluations
Analyze call metrics and identify areas of improvement
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Develop and implement strategies to streamline processes and enhance customer experience
Manages work schedules and evening and weekend operations
Participates on new system implementations
Required Technical and Professional Expertise
Proven experience of 3+ years as a call center supervisor or Junior manager
Demostrated leadership and coaching skills
Ability to lead by performance.
Understanding of call center metrics
Excellent Communication skills
Flexibility to work on different shifts as well as weekends and holidays
Strong analytical skills
Ability to communicate to all levels of the organization
Strong presentation skills
Preferred Technical and Professional Expertise
5+ years as leader of Call Center Operations
College degree preferred
Prior Expeience on Energy/utilities Industry