Invex is looking for a director of operations for our contact center located in naucalpan, estado de méxico. The objective of this position will be to supervise all daily operations, the performance and the occupation of the contact center to lead an operation with more than 400 collaborators specialized in customer attention, retention and sales. The ideal candidate must have extensive experience in omnichannel management of contact centers, leadership skills and real-time data analysis. It is a strategic position that requires compliance with key performance indicators to ensure client satisfaction while maintaining quality standards and compliance with banking regulations.key responsibilities leading the omnichannel operation of the areas of customer service, social networks, customer retention and sales, managing interactions with clients and always maintaining excellent levels of service. Define, measure, reach and report operational kpi's (aht, asa, acw, sph, csat, nps, fcr, qa, adherencia, utilización, productividad por hour, among others) and sla. Implement strategies to increase sales, improve retention and strengthen client experience. Ensuring an excellent client experience while maintaining the csat, nps and fcr indicators in the target. Optimizing processes, time of attention and operational flows to be in a cycle of continuous improvement. Insurance for coordination, training, coaching and development of the agents and leaders of the lob. Guarantee compliance with regulations, internal policies, fraud prevention, money laundering and quality standards. Evaluate and implement technological solutions (crm, markers, ivr, qa, wfm and planning). Management of relationship with key accounts and executive presentation of results. Guarantee the performance of different teams and the achievement of all business objectives. Analyze and present results and strategies to the consumer directorate (wbr, mbr, qbr). Maintain excellent coordination with the support areas: it, human capital, quality, wfm, risks and frauds. Ensuring continuous improvement of the contact center, giving agility, automation, digital focus and improvement of internal processes. Always maintain a productive and constructive work environment in different areas to ensure a good labor climate aligned with local labor regulations. Qualifications and experience experience of 5 or more years in the management of contact centers, especially in the areas of customer service, customer retention and sales. Revise strategies, fulfill objectives, realize synergies with teams, administer and manage supervision in an automated manner. Knowledge of management and configuration of call center dialers. Experience in managing genesys, avaya, salesforce and omnichannel applications. Advanced english (se hará interview en inglés). Solid knowledge of banking products/services, client experiences and regulatory requirements. Experience with contact center analysis tools. Strategic thinking with solid analytical and problem solving capabilities; data-based decision making. Excellent project management skills, especially for technological implementations. Excellent communication and management of interest groups at managerial level. Experience in change management during platform transitions and growth escalation. Other resilience, adaptability and capacity to thrive in a fast-paced banking environment. We offer: gross monthly base salary of $140,000 mxn law benefits 30 days xmas bonus private medical insurance annual bonus based on objectives (up to 3 salary months) company vehicle life insurance food coupons savings funds