- Propose a functional operational structure to deliver the following outcomes:
- Manage and Report Pillar Performance – (Supervisors)
- Have good product knowledge to apply root cause analysis and provide support to agents in handling difficult/escalated cases/tickets.
- Drive team’s efficiency and proficiency through 1:1 coaching sessions & quartile management approach based on observations and QA evaluation results.
- Report updates (highlights low lights, help needed) items.
- Report performance trends and drivers of such trends.
- Work closely with workforce to ensure tickets are handled within SLA.
- Manage ticket queue/assignment when WF is out of shift.
- Communicate such reports with TikTok counterpart.
- Subject Matter Expert per Pillar – (Senior Agents)
- Master the process and procedures discussed in training.
- Answer questions and provide support to specific pillar related questions from both sites.
- Have good product knowledge to apply root cause analysis and provide support to agents to close tickets.
- Communicate such “product specific updates/issues” with TikTok counterpart
- Train Incoming agents per pillar – (Trainers)
- Expert POC that has the skills to conduct training and would have expertise on the assigned pillar.
- Ensure that the structure covers both Miramar and Barcelona sites.
Skills Required
- Good product knowledge to support agents
- Ability to conduct training expertise on assigned pillar
- Experience in root cause analysis
- Experience in managing performance trends
What We Do
Atento is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America, and among the top five providers globally, based on revenues. Atento is also a leading provider of nearshoring CRM/BPO services to companies that carry out their activities in the United States. Since 1999, the company has developed its business model in 17 countries where it employs 135,000 people. Atento has over 400 clients to whom it offers a wide range of CRM/BPO services through multiple channels. Atento's clients are mostly leading multinational corporations in sectors such as telecommunications, banking and financial services, health, retail and public administrations, among others. In 2019, Atento has been named one of the World's 25 Best Multinational Workplaces and one of the Best Multinationals to Work for in Latin America by Great Place to Work®.
