Key Account Manager (KAM) en
CIUDAD DE GUATEMALA
join the #vxiexperience!
if you take pride in providing customer service excellence! vxi is a great place to build your career!
we are currently hiring high performing operations managers for our many fortune 500 clients.
ensure that the client and internal goals are met, through effective and efficient administration and execution of the operation department processes and procedures
functions, activities and frequency:
supervise and ensure the alignment of the operations department to the organizational strategic planning, that implies:
coordinate, lead, design, develop and approve the strategic plan, annual of:
the annual operative plan of the area, with the support of the rest of the collaborators of the department
execute, coordinate and implement the annual operational plan and budget of operations department in response to the strategic plan, daily
support, design, implement and monitor policies, processes and procedures for the area, when it is requested
coordinate and ensure the operation functions well and that the metrics are achieved, that implies:
supervise, control and monitor logins, schedules, attendance, etc and do reports, daily
analyze processes and introduce changes in order to improve efficiencies and quality, daily
give feedback and coaching to supervisors and agents, when it is requested
coordinate trainings, with training area
supervise and ensure that the protocol is comply, this implies:
execute monitor calls, daily
coordinate, summarize and collect call center trends and data for regular performances reports, daily
supervise, transfer and communicate improvements of the processes to the training area, when it is requested
supervise and ensure that financial metrics and objectives are being complied, daily
supervise to the team of supervisors and qa analyst, this implies:
administer, develop and execute motivational activities, when it is requested
coordinate and manage budget of incentives according to performance and metrics, when it is requested
conduct staff performance reviews, assess, needs, meetings and others, daily.
bachelor degree or at least enrolled in one.
minimum of 3 years of sales experience in the call center industry.
minimum of 3 year of experience managing teams.
full schedule availability.
practice positive leadership.
time and priority management.
computer and excel.
previous experience sales for bpo
salary according to experience.