- Tijuana, Baja California, Mexico
- On-site
- Lead
First point of contact and support for the team of VIP BDEs, acting as a field leader to empower the team and ensure exceptional VIP client service.
Responsibilities
- Conduct continuous rounds on the work floor to monitor team activity, morale, and needs in real-time
- Serve as the primary go-to resource for agents, promptly resolving complex inquiries regarding products, processes, or specific VIP client cases
- Provide 'in-the-moment' coaching and immediate feedback to enhance agent performance and service quality
- Take on and resolve complex VIP customer escalations that agents cannot handle, acting as a senior support resource
- Monitor real-time department Key Performance Indicators (KPIs) to identify opportunities for immediate improvement
Requirements
- Nice to have: Special Task Knowledge