.First Brands Group is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customers' expectations.The Customer Contact Center Operations Manager is responsible for developing and measuring service levels for our customer service team as they relate to call center operations, email communication and order management portal usage. This position is based on-site in San Luis Potosi, Mexico and is a senior-level role with supervisory oversight, in collaboration with our customer service managers, for more than 100 team members operating multiple phone lines and email boxes servicing customers across multiple business units.Essential Duties & Responsibilities:Develop and implement contact center tools and strategies that support operations to meet company objectivesTrain and coach contact center customer service representatives, supervisors and managers on systems and soft skills to effectively manage customer inquiriesMonitor day-to-day customer service representative and call queue performance to ensure staffing is appropriate to manage call volumeAnalyze daily performance metrics to identify areas for performance improvement within the call center and email management systems and customer service representativesSet targets that drive speed, efficiency and customer satisfaction that align to established industry standardsPrepare and present weekly, monthly, quarterly and annual reports to team members, peers and upper managementDevelop best practices to use across call queues.Develop tools to gather satisfaction feedback from internal and external customersCollaborate with customer service managers to identify and drive solutions that improve processes and performanceAssist in the recruitment, selection and onboarding of new customer service representativesStandardize contact center processes and procedures across business unitsIdentify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retentionThe ideal candidate will have the following combination of Education and Experience:Bachelor's degree and a minimum of 10 years' experience leading large (multi-line 100 team member +) high performing customer service call centers or contact centersCall center technology and infrastructure knowledge and email management experience. Experience operating with the Masergy and/or Zoho environments is a preferred