Bernardo Sánchez

• Monitor employee productivity, provide constructive feedback, coaching, counseling, disciplining employees thus accomplishing staff job results
• Elaborate dynamics to keep agents highly motivated.
• Elaborate and report the agents´ Payroll.
• Focus on Sales Convertion Rates
• Organize workflow and ensure that employees understand their duties or delegated tasks
• Gather agents´ and customer´s input to escalate for improvement process review and evaluation
• Maintain timekeeping and personnel records making sure that agents adhere to their schedules and comply to attendance and punctuality goals
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Verify that agents comply with client KPIS, such as Sentiment, Customer Satisfaction, ADH and Sales

• Monitor employee productivity and coach accordingly.
• Collect agent’s and customer input to escalate for improvement process review and evaluation.
• Identify individual and team skills gaps
• Maintain timekeeping and personnel records making sure that agents adhere to their schedules and comply to attendance and punctuality goals.
• Implement company policies and procedures and communicate updates upper management to employees and vice versa.
• Make sure that agents to client KPIS, such as FCR, Sentiment, Customer Satisfaction, ADH and Sales.
• During Covid-19 validate that health measures are correctly flowed by agents in order to maintain a healthy environment

Supervisor

• Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to subordinates
• Organize workflow and ensure that employees understand their duties or delegated tasks
• Monitor employee productivity, provide constructive feedback, coaching, counseling, disciplining employees thus accomplishing staff job results.
• Receive complaints and resolve problems
• Maintain timekeeping and personnel records
• Implements and enforces systems, policies, and procedures. Pass on information from upper management to employees and vice versa.
• Decide on reward and promotion based on performance
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Complete operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.

Trainer

• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and sales techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Identify individual and team skills gaps
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Coordinate mentorship programs for new customer service representatives
• Assess the impact of each educational course on staff performance and client satisfaction
• Maintain updated records of training curricula and material

HR Recruiter

• Stay informed of current HR trends and best practices.
• Conduct new employee orientations acting as a consultant to new hires and help them onboard.
• Provide assistance with payroll.
• Craft recruiting emails to attract passive candidates
• Screen incoming resumes and application forms
• Interview candidates (via phone, video and in-person)