Job Description
**Job Information**:Department Name- ALLIANTJob Type- Full timeService Now Ticket- INC*******Industry- CommunicationsModality- On SiteWork Experience- 0-1 yearAssigned Recruiter ContactDate Opened- 05/05/2025City- TijuanaState/Province- Baja CaliforniaCountry- MexicoZip/Postal Code- *****- Oversee and manage the team to ensure timely and accurate processing of transactions in the system while maintaining effective communication with Brokers, Account Managers, and other stakeholders.Lead efforts to improve processes, ensure compliance, and support the resolution of escalated inquiries.Responsibilities and Functions- Monitor agent performance and provide weekly documented coaching sessions- Monitor dept.KPIs and assist in improving them- Document poor agent performance with HR on time- Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook)- Generate weekly agent bonuses based on their performance (Excel / Outlook)- Schedule agent time off in a way that av...