Operations Manager

hace 6 días


Tijuana, Baja California, México HYUMAN A tiempo completo

Duties/Responsibilities:

  • Establish and maintain a customer first service culture.
  • Coach, train and develop a team of Supervisors and operational leads.
  • Ensure compliance with guidelines, regulatory requirements, policies, and procedures.
  • Optimize workflows and contact handling procedures, to improve the efficiency and productivity standards of frontline support teams.
  • Analyze Customer Support KPIs, to ensure SLA standards for interaction and case handling are met.
  • Support with recruitment, interviewing, onboarding and training of personnel to maintain high customer service standards.
  • Involved in strategic discussions with internal Axos team.
  • Created WBR, MBR, QBR decks and facilitates meetings with Axos.
  • Supports rollout and execution of company directives, initiatives and process updates.
  • Attends weekly meetings: calibration sessions, weekly strategy meeting, WBR.
  • Facilitates internal meetings to maximize execution (weekly huddles).

Required Skills/Abilities:

  • Excellent communication skills.
  • Advanced coaching and leadership abilities.
  • Proficient Microsoft Office Suite or related software.
  • Bilingual with exceptional English language and writing skills.
  • Ability to manage escalated situations superior problem solving and negotiation skills
  • Maintain customer and team member confidentiality good interpersonal and active listening skills
  • Organizational skills, attention to detail and strong ability to multitask are essential

Education and Experience:

  • Bachelor's degree required.
  • 13 year banking experience required
  • 5+ years call center leadership experience.

Tipo de puesto:
Tiempo completo

Salario:
$1.00 - $2.00 al mes

Experiência:
- operations manager: 3 años (Obligatorio)

Idioma:

  • Inglés (Obligatorio)

Lugar de trabajo:
Empleo presencial

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