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Call center operations manager

Concentrix
Operador telefónico
De EUR 200,000 a EUR 400,000 al año
Publicada el 31 julio
Descripción

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the operations manager is responsible for coaching and supervising a group of team leaders. This position is also responsible for ensuring client service level agreement and financial expectations are achieved.

key accountabilities

•analyze and maintain all client service level agreements; implement improvement plans as needed

•maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

•selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

•manage and review operational reports (attendance adherence, pfp, client scorecard, metrics management reports)

•create and maximize relationships with client partners

•provide leadership and guidance to direct reportsto ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

•conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

•create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

•participate in cross functional meetings to review information received from operational support functions - training, hr, quality, wfm, ta.- and partner to define action plans that resolve issues and drive continuous improvement

•implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from bd and client and make adjustments to meet changing requirements

•attend business reviews with the client

•handle a team of team leaders

required skills

associate's degree in related field with more than seven years of experience (with at least two years of progressive management experience) preferred

call center experience preferred

demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

work well under pressure and follow through on items to completion while maintaining professional demeanor

excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

demonstrated ability to mentor, coach and provide direction to a team of employees

willingness to work a flexible schedule


seniority level

* seniority level

mid-senior level


employment type

* employment type

full-time


job function

* job function

customer service and management
* industries

executive offices

referrals increase your chances of interviewing at concentrix by 2x

get notified about new call center operations manager jobs in mexico city, mexico.

miguel hidalgo, mexico city, mexico 2 weeks ago

gustavo a. Madero, mexico city, mexico mx$28,000.00-mx$32,000.00 1 month ago


mx customer success team lead – spanish and english

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