María - Call Center Supervisor at Intouch CX

Fluent in English and Spanish, effectively facilitating cross-cultural communication.

Skilled in establishing rapport and trust with clients and team members to foster collaboration.

Utilizes data insights to inform strategies, optimize processes, and track performance metrics.

Efficiently manages multiple priorities, ensuring timely completion of tasks and projects.

Assisting in the formulation of targets for individual and teams., Answer questions from staff and provide guidance and feedback., Anticipate escalations and take over calls when needed., Devise ways to optimize procedures and keep staff motivated., Measure performance with key metrics., Ensure adherence to policies for attendance, established procedures, etc., Keep management informed on issues.

Provide floor support., Handle escalation queues., Handle supervisor calls.

Answer incoming calls/chats/emails and respond to customer inquiries., Provide accurate information about products or services., Resolve customer complaints efficiently and professionally., Record details of customer interactions in the system., Follow communication scripts and company procedures., Meet performance targets such as call handling time and customer satisfaction., Escalate complex issues to the appropriate department.