Jefe O Encargado De Call Center

This position is for someone with solid knowledge in Supervision skills and techniques. The Network Operations Support teams have the responsibility of providing ongoing support for RIA's authorized agent and paying correspondent networks. The right candidate will bring new concepts and should be ready to drive those ideas by making them available for our NOS teams, bringing our support to the next level. This position requires a "get it done" mentality, candidate will serve as a liaison between RIA's authorized agents/paying correspondents and internal parties, such as IT, project management and mid to senior level managers.

Key Responsibilities Include

-Enforce the quality and performance for all employees with customer interactions and all other quality assurance procedures and assist with call volume as needed.
-Provide data reports for performance reviews and incentive/rewards programs.
-Provide coaching/guidance by providing performance feedback to employees and evaluate performance trends and patterns.
-Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
-Onboard new hires to ensure a smooth transition into the call center environment.
-Enforce policies, procedures, and benefits across all departments.
-Contribute to planning and participates in calibration sessions with other members of Management.
-Other duties as assigned by Management.

Requirements
-Ability to read, write and speak fluently in English and Spanish (Advanced)
-Microsoft office proficient, advanced level of Excel and PowerPoint
-BA Degree in related field
-Analytical with the ability to work with complex procedures and department guidelines.
-3+ years customer service experience
-3+ years in supervisory role
-Excellent verbal and written communications skills
-Knowledge in risk mitigation fraud prevention tools (software and techniques)
-Ability to think out of the box and create new concepts for problem solving
-Strong analytical skills.