POSITION OVERVIEW Ttulo del Trabajo:Agente de Centro de Llamadas Ubicacin:Hermosillo MCI es una empresa lder en Externalizacin de Procesos de Negocio (BPO) que se especializa en ofrecer soluciones personalizadas para satisfacer las diversas necesidades de nuestros clientes. Con un compromiso con la excelencia y un enfoque en la innovacin, nos hemos establecido como un socio de confianza en la industria. Estamos buscando un agente de centro de llamadas. Como Agente de Centro de Llamadas, es posible que se te asigne a un proyecto especfico o que manejes una combinacin de interacciones telefnicas, de chat y por correo electrnico entrantes y salientes para diversos clientes. En este rol, proporcionars servicio al cliente, brindars educacin sobre productos y servicios, y te involucrars en ventas adicionales. Los candidatos deben poseer una alta confiabilidad, excelentes habilidades de comunicacin y estar dispuestos a aprender continuamente mientras trabajan. Para ser considerado para esta posicin, debes completar una solicitud completa en nuestra pgina de carreras de la empresa, que incluye preguntas de seleccin y una breve prueba previa al empleo. POSITION RESPONSIBILITIES Responsabilidades Clave: Manejar los contactos entrantes y salientes de manera corts, oportuna y profesional. Asegurar la resolucin en la primera llamada mediante la resolucin de problemas y un manejo efectivo de las llamadas. Investigar sistemas para encontrar informacin faltante segn corresponda; coordinar con otros departamentos para resolver problemas cuando sea necesario. Documentar con precisin y procesar reclamaciones de clientes en los sistemas apropiados. Liderar discusiones de investigacin para determinar las mejores opciones para el cliente. Utilizar la base de conocimientos y la capacitacin para responder con precisin las preguntas de los clientes siguiendo todos los guiones, polticas y procedimientos requeridos. Cumplir con los requisitos relacionados con informacin confidencial e informacin personal. Escalar problemas de los clientes al personal y gerentes adecuados para su resolucin segn sea necesario. Asistir a reuniones y capacitaciones y revisar todo el material de capacitacin nuevo para mantenerse actualizado sobre los cambios en el conocimiento del programa, sistemas y procesos. Cumplir con todos los requisitos de asistencia y horario de trabajo. CANDIDATE QUALIFICATIONS TE PREGUNTAS SI ERES UNA BUENA OPCIN PARA ESTE PUESTO? Se alienta a todos los solicitantes positivos y motivados a postularse. Los candidatos ideales para esta posicin son altamente motivados y dedicados, y deben poseer las siguientes cualidades: Debe tener 18 aos de edad o ms. Diploma de escuela secundaria o equivalente. Excelentes habilidades organizativas, escritas y de comunicacin oral. Capacidad para escribir rpidamente y con precisin (ms de 20 palabras por minuto). Conocimientos bsicos de Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Comprensin bsica del sistema operativo Windows. Altamente confiable, con la capacidad de mantener una asistencia regular y puntualidad. Capacidad para evaluar, solucionar problemas y dar seguimiento a problemas de clientes. Aptitud para la resolucin de conflictos, la resolucin de problemas y la negociacin. Orientado al servicio al cliente (emptico, receptivo, paciente y concienzudo). Capacidad para realizar varias tareas, mantenerse enfocado y autogestionarse. Fuerte orientacin hacia el trabajo en equipo y enfoque en el cliente. Capacidad para prosperar en un entorno de ritmo rpido donde el cambio y la ambigedad son prevalentes. Excelentes habilidades interpersonales y capacidad para establecer relaciones con su equipo y clientes. Capacidad para leer y hablar ingls con fluidez COMPENSATION DETAILS DESEAS UN EMPLEADOR QUE VALORE TU CONTRIBUCIN? Ofrecemos paquetes de compensacin competitivos, oportunidades de desarrollo profesional y un ambiente de trabajo colaborativo que valora la diversidad y la inclusin. PHYSICAL REQUIREMENTS Este trabajo se realiza en un entorno de oficina profesional. Mientras realiza las funciones de este trabajo, el empleado estar mayormente sedentario y se requerir que est sentado/de pie durante largos perodos mientras usa una computadora y un auricular telefnico. El empleado deber operar regularmente una computadora y otros equipos de oficina, incluyendo un telfono, copiadora e impresora. Ocasionalmente, se puede requerir que el empleado se desplace por la oficina para cumplir tareas; alcanzar en cualquier direccin; levantar o bajar objetos, mover objetos de un lugar a otro, agarrar objetos y mover o ejercer fuerza de hasta cuarenta (40) libras. CONDITIONS OF EMPLOYMENT All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. ID2024-42149 Updated Date8/21/2024 DepartmentStandard Evergreen Representative Positions ScheduleMultiple Options Wage Description6,000 - 10,000 / Week EducationHigh School Diploma/GED Min. Years Experience0 Company/BrandMCI Location : LocationMX-SON- Career LevelEntry-Level Employment TypeFull-Time Reports ToSupervisor