Chef de projet Bilingue
Core
Supervise call center associates and team leaders to ensure performance metrics and customer service KPIs are achieved.
Role type
Senior Team Leader (Call Center Operations)
Builds
Call center operations and customer service delivery
Domain
Customer Service / Contact Center
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Coaching and mentoring, performance management, conflict resolution, data analysis for metrics, shift management, process improvement
Preferred skills
Associate's degree in related field, progressive management experience, multi-tasking, prioritization
Technologies
Call center software, performance tracking tools
Responsibilities
Lead and coach team members on performance, manage team metrics and retention goals, handle escalated customer calls, implement corrective actions for performance issues, complete shift-wide projects to increase productivity
Seniority
Senior, hands-on IC
