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Bernardo Quintana No.502, Centro Sur, 76090 Santiago de Querétaro, Qro., Mexico","infoId":"6414928656947512","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Supervisor de Call Center","content":"SUPERVISOR DE RECEPCIÓN DE PEDIDOS\n\n**Objetivo del puesto:**\n\nSupervisar, coordinar y motivar al equipo de agentes de call center, garantizando el cumplimiento de los indicadores de gestión, la calidad del servicio y la satisfacción del cliente.\n\n**Responsabilidades principales:**\n\n* Monitorear y asegurar el cumplimiento de KPIs operativos.\n* Coordinar turnos, asistencia y distribución de llamadas.\n* Dar feedback y realizar sesiones de coaching individual o grupal.\n* Gestionar conflictos internos y externos de manera efectiva.\n* Realizar reportes diarios/semanales de desempeño del equipo.\n* Asegurar el cumplimiento de los protocolos de atención y políticas de la empresa.\n* Participar e procesos de capacitación y mejora continua.\n\n**Requisitos del perfil** \n\n**Formación académica:**Técnico o profesional en administración, comunicación, ingeniería o carreras afines.\n\n**Edad:** entre28 y 38 años.\n\n**Experiencia:** Mínimo 2 años en supervisión de call center.\n\n**Habilidades técnicas y de gestión:**\n\n**1° Conocimiento de KPI´s** \n\n**Saber medir y analizar indicadores clave como:**\n\n* Nivel de servicio\n* Tasa de abandono\n* Calidad de atención\n\n**2° Dominio de herramientas tecnológicas** \n\nManejo de software, telefonía IP, hojas de cálculo, plataformas de consulta de información y captura de datos.\n\n**3° Capacidad de análisis y toma de decisiones**\n\nSaber interpretar datos y estadísticas para tomar decisiones informadas rápidamente.\n\n**4° Gestión del tiempo y organización**\n\nPriorizar tareas, asignar turnos y garantizar el cumplimiento de metas diarias/semanales.\n\n**Habilidades interpersonales.**\n\n* **Liderazgo positivo:** Capacidad para motivar, guiar y desarrollar su equipo. Debe ser un ejemplo a seguir.\n* **Comunicación efectiva:** Saber escuchar, dar retroalimentación clara y empática y comunicarse bien.\n* **Manejo de conflictos:** Resolver disputas entre agentes o con clientes de forma diplomática y rápida.\n* **Trabajo en equipo:** Colaborar con otras áreas como calidad, formación o tecnología.\n\nHabilidades cognitivas y personales.\n\n**1° Adaptabilidad** \n\nCapacidad para reaccionar ante cambio en procedimientos, herramientas o volumen de llamadas.\n\n**2° Orientación al cliente**\n\nAunque no esté directamente en llamadas, debe mantener el foco en la experiencia del cliente.\n\n**3° Tolerancia a estrés y presión** \n\nTrabajar con metas exigentes y mantener la calma bajo presión.\n\n**4° Capacidad de entrenamiento y coaching** \n\nDebe saber detectar oportunidades de mejora en los agentes y ayudarlos a crecer.\n\nCaracterísticas:\n\nEmpatía, proactividad, ética profesional, responsabilidad, paciencia y carisma.\n\n**Horario:** \n\nDescanso rolado semanalmente\n\nLunes a Viernes: de 7:00 a.m a 3:00 p.m y de 3:00 p.m a 10:00 p.m\n\nSábados de 7:00 a.m a 2:00 p.m y de 2:00 p.m a 8:00 p.m\n\nDomingos de 7:00 a.m a 1:30 p.m\n\nTipo de puesto: Tiempo completo, Por tiempo indeterminado\n\nSueldo: $13,000\\.00 \\- $19,500\\.00 al mes\n\nLugar de trabajo: Empleo presencial","price":"13,000-19,500 $MXN/año","unit":"per year","currency":null,"company":"Indeed","language":"es","online":1,"infoType":1,"biz":"jobs","postDate":"1761166301000","seoName":"call-center-supervisor","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://mx.ok.com/es/city-cuarto-centenario/cate-customer-service-call-center/call-center-supervisor-6414928656947512/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"c895fe32-d527-4b2a-9860-87e5e4f5cd79","sid":"1062d952-55d3-4a26-978e-52430b2741da"},"attrParams":{"summary":null,"highLight":["Supervise call center team","Ensure KPI compliance and customer satisfaction","Flexible weekly schedule"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Tipo de empleo","value":"Tiempo completo","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Modalidad de trabajo","value":"Presencial","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Santiago de Querétaro,Querétaro","unit":null}]},"addDate":1761166301323,"categoryName":"Servicio al Cliente - Call Center","postCode":null,"secondCateCode":"call-center-customer-service","kycTag":null,"pictureUrls":null,"priceDetail":null,"featureLabels":null,"supplementList":null,"soldCntStr":null,"companyLogo":null,"isFavorite":false},{"category":"1261,1266,1384","location":"Av Colinas del Cimatario 414, Colinas del Cimatario, 76090 Santiago de Querétaro, Qro., Mexico","infoId":"6384181697369712","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Agente Customer /Casino Online","content":"Orenes Grupo, una reconocida empresa del sector del entretenimiento y el juego, está buscando un Agente Customer / Casino Online para unirse a nuestro equipo en Querétaro.\n\n\nEn Orenes Grupo, nos enorgullece ofrecer a nuestros clientes una experiencia de juego online excepcional, respaldada por un servicio de atención al cliente de alta calidad. 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