3 days old

Team Managers

LogMeIn
Guatemala, GU 01017 Work Remotely

Job Description

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


At LogMeIn, Inc., we build category-defining products that unlock the potential of the modern workforce, makingit possible for millions of people and businesses around the globe dotheirbest work, whenever, however, andmost importantly,wherever.Were a pioneer in remote work technology and a driving force behind todays work-from-anywhere movement, and have become one of the worlds largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.2 billion in annual revenue and more than 2 million customers worldwide who use our software as an essential part of their daily lives.Were headquartered in Boston, Massachusetts with additional locations in North America, South America, Europe, Asia and Australia.

Categories

Posted: 2021-01-13 Expires: 2021-02-12

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Team Managers

LogMeIn
Guatemala, GU 01017

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