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Contact Center Supervisor ATC

Stori Card

Stori Card

People & HR, Operations
Mexico City, Mexico
Posted on Monday, May 6, 2024

About Stori

Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.

Stori is one of the top-funded startups in the region with US$250 million raised to date. We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico’s Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.

Stori has a standout founder team among fintechs, leveraging 100+ years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.

We welcome diversity of background, experience and thinking. Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.

Tasks and responsibilities:

Supervise, monitor deliver feedback to the Team, develop
individual action plans for the agents within based on AOPs or general performance. Identify the
areas of opportunity based on KPIs requirements then set up and build an action plan that is
adequate to the agents and Teams overall performance. The Supervisor will be responsible to
work with his/her peers in order to meet and exceed the expectations on the KPIs.


Required hard/soft skills for internals:


- Meet or exceed the performance requirements (85% or above) for the last 3 months.
- Basic knowledge about the Mexican Financial System or Credit card institutions.
- Strong understanding of company products, policies, and services.
- Courteous with strong customer service orientation as evaluated in the interview process.
- Strong communication skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Basic knowledge of Excel/Sheets
- Multitasking skills, problem solving, management of organizational priorities
- A results-oriented approach
- Ability to work under pressure
- Should have excellent problem solving and negotiation skills.
- No written warnings due to low performance or any other critical situations
- Great adaptability to consistent changes
- Have a positive attitude and be a good Team player


Required hard/soft skills for Externals:


- Language: English Level B2 or higher
- + 6 months of proven experience as a supervisor of a contact center
- Knowledge & Experience working with the support Teams such as Quality & Training
- Basic knowledge about the Mexican Financial System or Credit card industry.
- Courteous with strong customer service orientation as evaluated in the interview process.
- Strong communication skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Multitasking skills, problem solving, management of organizational priorities
- A results-oriented approach
- Ability to work under pressure
- Excellent problem solving and negotiation skills.
- Great adaptability to consistent changes
- Have a positive attitude and be a good Team player

Responsibilities:


- Assist his/her Team assigned with any questions on real time to resolve the calls
- Train and provide feedback based on performance
- Monitor daily calls and deliver the feedback within the time required (24-48 hours)
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures
- Become the best Team Player and keep staff motivated
- Measure performance with key metrics such AHT, Quality, CSAT, Etc...
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems or change management produces
- Prepare monthly/annual results and performance reports if needed.

What we offer

  • Make a positive impact on the lives of our customers via financial inclusion
  • Professional development opportunities
  • International exposure & work experience
  • Company swag
  • Legally required benefits