Operations Supervisor for Customer Service
Aviso de fuente externaen VXI Global Solutions
Lead a Retail Customer Service team at VXI Global Solutions, coach representatives, handle escalations, and support CSAT and NPS goals.
Salario
No especificado
Ubicación
Guatemala City, Guatemala
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Operations Supervisor for Customer Service
Guatemala City, Guatemala
Descripción del empleo
About the role
VXI Global Solutions is looking for an Operations Team Leader to lead a team in its Retail Customer Service account. The role focuses on delivering excellent service while achieving business and customer experience goals.
Responsibilities
- Lead, coach, and motivate a team of Customer Service Representatives.
- Provide continuous feedback and coaching to improve performance and customer interactions.
- Monitor team performance and identify opportunities for improvement.
- Promote a strong customer-first culture and support customer experience metrics, including CSAT and NPS.
- Handle escalations and assist agents with challenging customer situations.
- Drive team engagement, attendance, and retention.
- Collaborate with support teams to improve processes and the overall customer experience.
Requirements
- Previous experience as a Team Leader or Supervisor in a BPO or Customer Service environment.
- Experience leading teams in Retail, Sales, or Customer Service is preferred.
- Strong leadership, communication, and coaching skills.
- Customer-focused mindset and strong problem-solving abilities.
- Ability to analyze performance and provide actionable feedback.
- Knowledge of operational and customer experience metrics, especially CSAT and NPS.
- Advanced English level.
- Availability to work the assigned shift.
How to apply
Apply directly on CazVid.
Datos clave
- Previous Team Leader or Supervisor experience in a BPO or Customer Service environment is required.
- Advanced English level is required.
- Availability to work the assigned shift is required.
Salario estimado
Salario estimado para servicio al cliente en Guatemala: GTQ 3.950 - 7.700 al mes, según 23 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.
Preguntas frecuentes
What does the role involve?
It involves leading, coaching, and motivating Customer Service Representatives, monitoring performance, and supporting customer experience goals.
What experience is required?
Previous experience as a Team Leader or Supervisor in a BPO or Customer Service environment is required. Experience leading teams in Retail, Sales, or Customer Service is preferred.
What customer experience metrics are mentioned?
The role supports customer experience metrics including CSAT and NPS.
¿Cuánto paga este empleo?
Esta oferta no indica el salario. Como referencia, el salario estimado para servicio al cliente en Guatemala es de GTQ 3.950 - 7.700 al mes, según 23 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.