Operations Coordinator at Atento Puerto Rico

🔸 Atento is an award-winning global CX solutions company that creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems. 🔸 We are looking for people like you! What are you waiting for? Apply! 🔸 Atento is looking for a dynamic and motivated individual to join our team as a coordinator. ●●●The role is 100% remote, but only for Puerto Rico residents. Not accepting candidates living in other countries. 🔸 In this role, you will oversee the efficient operation and ensure high-quality customer service. You will lead a team, manage daily operations, monitor performance metrics, and implement strategies to optimize customer satisfaction and operational efficiency. 🔸 Key responsibilities: → Team leadership. → Supervise and mentor a team, providing guidance, coaching, and performance feedback. → Conduct regular team meetings to communicate goals, updates, and best practices. → Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement. 🔸 Operational management: → Develop and implement procedures, protocols, and standards to ensure consistent and effective customer interactions. → Monitor call volume, queue times, and service levels to make real-time adjustments and optimize staffing levels. → Manage scheduling and shift rotations to ensure appropriate coverage during peak hours and maintain service standards. → Handle escalated customer inquiries and complaints, striving for swift resolution and customer satisfaction. 🔸 Performance monitoring and reporting: → Analyze metrics, such as average handle time, first-call resolution, abandonment rates, and customer satisfaction scores. → Generate regular reports on team and individual performance, identifying trends and areas for improvement. → Develop action plans based on performance data to address challenges and enhance overall call center effectiveness. 🔸 Process improvement: → Continuously evaluate processes and workflows, identifying opportunities to streamline operations and enhance efficiency. → Collaborate with cross-functional teams to implement process improvements, technology enhancements, and system updates. 🔸Customer experience enhancement: → Maintain a strong focus on delivering exceptional customer experiences and building long-lasting customer relationships. → Gather customer feedback and insights to identify areas for service enhancement and implement changes accordingly. 🔸 To become part of the team: → Bachelor's degree is desirable. Proven experience in BPO operations, with a track record of effective team leadership and performance management. → Strong analytical skills to interpret performance data and drive data-driven decision-making. → Excellent communication and interpersonal skills to liaise with team members, stakeholders, and customers. → Proficiency in software and tools and a solid understanding of customer relationship management (CRM) systems. → Ability to adapt to changing circumstances, manage high-pressure situations, and drive positive outcomes. → Strong problem-solving abilities and a proactive attitude toward process improvement. → Knowledge of industry best practices and leading by project. → Bilingual English - Spanish with excellent verbal and written communication skills in English. → Must be able to lead a team to reach desired results. → Not on disciplinary action for the past 90 days – includes attendance/schedule adherence.

Operations Coordinator

Emma

Responsibilities

Skills wanted:

Language(s) required:

Gina Ariza Verified

Gina Ariza Verified

About Atento Puerto Rico:

mission:

Job benefits for full-time members:

Admin access needed