Contract:

Full-time, indefinite term.

Salary Range:

3´500.000 COP.

Purpose of the Role

The purpose of this role is to manage all team and process related issues for Priceline. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, develop sales skills on the team assigned and escalation resolution. The team size would be of 15 - 20 agents on inbound sales.

Key Responsibilities

• Coach / monitor the employees in production by providing with feedback about individual strength and weaknesses.
• Ensure team is aware of all updates and changes in policies/ procedures and processes.
• Manage KPIs and Service Levels.
• Handle customer and client escalations.
• Adherence to company and client policies (Security, ZTP, etc.).

Requirements:

• Excellent communication sk...