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Fechas de inicio/fin: abril 2010 / Julio 2012 Localidad en que se encuentra la empresa: Ciudad San Miguel de Tucumán. Título del puesto: ON SITE (Auditor y Supervisión de Proveedores de Servicios de Call center, División Customer Care). Cantidad de gente a cargo: Control indirecto de Call Center Proveedor con dotación de 1500 personas.
Breve descripción de funciones: Se realizan seguimientos sobre indicadores Macro de la Operación, verificando el Staff Planificado y Real para la atención de nuestros clientes por medio del Proveedor. Se realizan seguimientos de métricas de gestión de atención del Canal Customer Care como: Tiempo Medio Operativo- (TMO), Ausentismo, Productividades, Niveles de Calidad y Servicio en la atención. Los mismos son controlados y reportados para su optimización previa negociación con el Proveedor quien implementa las acciones de Campo sugeridas por nuestra área.

Fechas de inicio/Fin: octubre 2006 / abril 2010 Localidad en que se encuentra la empresa: Ciudad de Córdoba. Hiper Libertad Rodríguez del Bustos. Título del puesto: Supervisor atención al cliente, Jefe operativo del área de Restitución y Fidelización. Desarrollo de proyectos Cantidad de gente que se supervisa: Se supervisa un total de 43 personas ( 20 en atención al cliente, más 23 en el área de Restitución y fidelización) Breve descripción de funciones: La tarea como supervisor de atención al cliente es similar a la experiencia anteriormente enunciada con diferencia de características Macro vs Micro. Conjuntamente desempeñe tareas como Supervisor del Sector de Restitución y fidelización. En esta área se gestionan altas de líneas suspendidas por siniestro, recambios tecnológicos y bajas, proveyendo al cliente un nuevo equipo GSM o CHIP por Delivery. Los contactos son On-line; Off-line; in bound y outbound. 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