About LogMeIn

LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the worlds top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

Overview:

At LogMeIn Guatemala we are looking foran Senior Operations Supervisor who manages representatives in a team-based environment that delivers experiences that our customers love.

Responsibilities:

• Analyzes individual and team metrics
• Builds a team with a high level of employee engagement
• Implements change across the team based upon results and goals
• Works across LogMeIn to identify and address business problems within the organization
• Works with leadership teams to develop and optimize Customer Care strategy in an ever-changing environment
• Works together with Customer CareLeads and Director to manage and run the Customer Care operation
• Works with product development teams to optimize product experience for customers based upon customer feedback
• Provide 1on1 feedback to the agents which includes, but is not limited to: overall performance, OSAT reviews, agent personal queue handling, cases and calls handled.
• Reporting to upper management individual and team metrics, highlights and trends.
• Auditing cases
• Monitoring the queue
• Listening to calls and provide feedback.

Qualifications:

• Full Schedule flexibility
• Minimum 3 - 5 years of prior management experience with having managed a team of customer service professionals and/or support staff team members in a Call Center environment (Mandatory)
• 5 - 7 years front line customer service experience, required
• Strong knowledge and understanding of remote work tools
• Previous experience of escalations management preferable in an IT software/hardware setting
• Strong people skills
• Basic/Intermediate networking knowledge
• Excellent phone presence
• Selfmotivated with the ability to work unsupervised
• Must have the ability to work under extreme pressure and adapt communication style to the audience, strong fortitude
• Outstanding problem solving skills
• Great Emotional Intelligence management
• Bachelor's degree is a plus
• Advance Excel skills above 80%
• Great English skills above 90% (written and spoken)

OUR VALUES

Be Accountable- even when no-one is looking
Thrive Together- greatness comes from unlocking each others potential
Advance Confidently- we find opportunity and act on it
Collaborate Openly- our whole is greater than the sum of our parts
Engage Fearlessly- we speak up and listen