*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.
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*all resumes should be submitted in english, resumes in spanish will be discarded.
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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: 21/03/2025