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