**IMPORTANT - ESSENTIAL REQUIREMENT TO APPLY: Minimum 5 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role.**
**All resumes should be submitted in English, resumes in Spanish will be discarded.**
The **Operations Call Center Manager** is responsible for overseeing the daily operations of the call center to ensure the delivery of excellent customer service, efficient processes, and achievement of performance targets. This role requires managing a team of supervisors, agents, and support staff while optimizing workflows and ensuring compliance with company policies and regulations.
**KEY RESPONSIBILITIES**:
Operations Management:
- Plan, organize, and oversee call center operations, ensuring effective and efficient use of resources.
- Monitor and analyze call metrics (e.g., average handling time, call abandonment rates, first call resolution) to identify trends and implement improvements.
- Develop and execute strategies to enhance customer satisfaction, service quality, and operational efficiency.
Team Leadership and Development:
- Support recruit, train, and supervise call center staff, including supervisors, team leaders and agents.
- Conduct performance evaluations and provide coaching to improve skills and productivity.
- Foster a positive work environment and maintain team motivation through recognition and incentives.
Process Improvement:
- Identify and address gaps in processes, tools, or resources that hinder operational performance.
- Collaborate with other departments (e.g., IT, Quality Assurance) to implement new systems or update existing ones.
- Ensure adherence to all standard operating procedures (SOPs) and compliance regulations.
Customer Experience Management:
- Act as the escalation point for complex or unresolved customer issues.
- Ensure the call center delivers a seamless and customer-centric experience.
- Collect and analyze customer feedback to drive service improvements.
Reporting and Analytics:
- Prepare and present regular reports on operational performance, team productivity, and customer satisfaction metrics.
- Use data-driven insights to forecast staffing needs and allocate resources effectively.
- Set and monitor key performance indicators (KPIs) to achieve organizational goals.
**SKILLS AND KNOWLEDGE QUALIFICATIONS**
Education and Experience:
- Bachelor's degree in Business Administration, Management, or related field (preferred).
- Minimum 5 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role.
Skills and Competencies:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in call center management software and reporting tools (e.g., CRM systems, workforce management tools).
- Analytical mindset with the ability to use data for decision-making.
- Strong problem-solving and conflict-resolution skills.
Personal Attributes:
- High level of professionalism and integrity.
- Commitment to delivering exceptional customer experiences.
Preferred Qualifications:
- Fluent English, +C1
- Exceptional written and verbal communication skills, in both English and Spanish
- Strong organizational and multitasking abilities.
- Confidentiality and discretion are a must.
- Strong understanding of organizational processes and structures.
Tipo de puesto: Tiempo completo
Sueldo: $35,000.00 - $45,000.00 al mes
Beneficios:
- Caja de ahorro
- Estacionamiento gratuito
- Seguro de gastos médicos mayores
- Seguro de vida
- Teléfono de la empresa
- Vacaciones adicionales o permisos con goce de sueldo
Pago complementario:
- Bono de permanencia
Tipo de jornada:
- Lunes a viernes
- Turno de 10 horas
Escolaridad:
- Licenciatura terminada (Obligatorio)
Experiência:
- Customer Service Manager: 3 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial
Fecha límite para postularse: 26/11/2024