C.I. Coordinator (Internal position)

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