Santiago Operations Coordinator

About Us

VoiceTeam Call SRL offers a comprehensive benefits package that includes competitive salary, monthly bonuses based on team performance, and a range of perks such as meal allowance, childcare subsidy, and full psychological assistance. We are committed to providing a positive work environment that fosters innovation, collaboration, and professional development.

We believe in investing in our employees and offering opportunities for growth and advancement. Our goal is to provide the best possible service to our customers, and we rely on our talented team members to make it happen. As an Operations Supervisor, you will play a critical role in driving our success and making a real difference in the lives of our customers.

Your Responsibilities

You will oversee daily operations, ensuring performance targets are met and service quality is maintained. Key responsibilities include:
• Team Supervision & Performance Management: Lead and manage a team of agents, ensuring adherence to company policies, procedures, and performance goals.
• Monitor and evaluate team performance based on key metrics such as CSAT, FCR, response time, and escalation rate.
• Conduct regular coaching, training, and performance reviews to enhance employee skills and engagement.
• Implement retention strategies to reduce attrition and improve employee satisfaction.
• Operational Excellence & Process Improvement: Collaborate with Workforce Management (WFM) to ensure proper staffing levels and schedule adherence.
• Identify operational challenges, conduct root cause analysis, and implement process improvements.
• Ensure all customer interactions are documented accurately in the CRM or ticketing system.
• Ensure that the team provides outstanding customer service through various channels (phone, chat, email).
• Enforce compliance with quality assurance standards and service-level agreements.
• Work closely with QA and Training teams to enhance service quality and operational effectiveness.

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