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
Escolaridad:
- Licenciatura terminada (Obligatorio)
Experiencia:
- Customer Service Manager: 3 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial
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