About this role
Role Overview
- Perform daily monitoring of cases/complaints related to orders, deliveries, and consumers' financial issues.
- Monitor activity volumes and inform the Manager/Analyst when they fall outside agreed parameters.
- Provide feedback to customers on case resolutions via email, WhatsApp, or phone.
- Monitor and follow up with departments to ensure compliance with case SLAs (Service Level Agreements).
- Conduct daily and weekly meetings (DOR and WOR) and propose process improvement actions for the area.
- Participate in weekly team meetings to align SLA compliance expectations and define action plans for unmet targets.
- Keep OGs up to date.
Requirements
- High school diploma or currently pursuing a degree in Administration or related fields;
- Familiarity with Contact Center routines and procedures;
- Basic English and/or Spanish is a plus;
Benefits
- Commitment to inclusion, diversity, and equal opportunity