This position is responsible of identifying areas of opportunity on the Operation and implementing a variety of strategies to guarantee an excellent customer experience within the VIP department.

Key Responsibilities

• Identify agent's areas of opportunity and design action plans to help them improve
• Analyze all customer service metrics to improve the department's KPIs and performance
• Copnduct training sessions as required
• Supervise adherence to the companies policies
• Monitor interactions to find strengths and areas of opportunity
• Analyze training results and KPIs to improve the training curriculum
• Proactively find areas of improvement on internal processes and suggests changes
• Create comprehensive reports for management in a daily and monthly basis

Qualifications

• Must have a good performance (KPI's) accourding current position.
• Bachelor's degree <...