This position is responsible of identifying areas of opportunity on the Operation and implementing a variety of strategies to guarantee an excellent customer experience within the VIP department.
Key Responsibilities:
- Identify agent's areas of opportunity and design action plans to help them improve
- Analyze all customer service metrics to improve the department's KPIs and performance
- Copnduct training sessions as required
- Supervise adherence to the companies policies
- Monitor interactions to find strengths and areas of opportunity
- Analyze training results and KPIs to improve the training curriculum
- Proactively find areas of improvement on internal processes and suggests changes
- Create comprehensive reports for management in a daily and monthly basis

Qualifications:




- Must have a good performance (KPI's) accourding current position.
- Bachelor's degree
- 1+ year of experience in VIP
- Exhaustive knowledge of VIP processes
- Excellent English written and spoken (90%+)
- No unjustified absences in the last 3 months
- Dominion of the company's CRM tools (IMS and GenAdmin)
- Strong communication and interpersonal skills, both written and verbal
- Excellent organizational and time-management skills
- Advanced understanding of Microsoft Office tools
- Vast knowledge of Casino and Sports products

📌 C.I. Coordinator (Ciudad General Escobedo)
🏢 Caliente
📍 Ciudad General Escobedo