Gerente de Operaciones de Centro de Llamadas

Job Title: Call Center Operations Manager

Location: Hermosillo

MCI is a leading Business Process Outsourcing (BPO) company specializing in providing customized solutions to meet our clients' diverse needs. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking an experienced and dynamic Call Center Operations Manager to oversee and optimize our call center activities. The ideal candidate will have strong leadership skills, a strategic mindset, and a proven track record of driving operational excellence in a fast-paced environment.

To be considered for this position, you must complete a comprehensive application on our company's career page, which includes selection questions and a brief pre-employment test.

• POSITION RESPONSIBILITIES

Key Responsibilities:

• Develop and implement call center strategies to meet organizational objectives.
• Lead and manage call center staff, ensuring high performance and productivity.
• Establish performance metrics and Key Performance Indicators (KPIs) to measure and improve call center efficiency and effectiveness.
• Supervise call center operations to ensure compliance with company policies and procedures.
• Collaborate with other departments to identify and implement process improvements and best practices.
• Analyze call center data and trends to identify areas for improvement and optimization.
• Drive employee engagement and retention initiatives to create a positive and inclusive work environment.
• Stay informed about industry trends and best practices to maintain a competitive edge in the market.
• Manage budget and resource allocation for the call center department.
• Act as the primary point of contact for escalations and issue resolution.
  • CANDIDATE QUALIFICATIONS

Wondering if you're a good fit for this role?

We encourage all positive and motivated applicants to apply. Ideal candidates for this position are highly motivated and dedicated, and should possess the following qualities:

• Bachelor's degree in Business Administration or a related field.
• Proven experience in call center management, with a minimum of 8 years in a leadership role.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire teams.
• Excellent communication and negotiation skills.
• Proficiency in call center technologies and software.
• Demonstrated ability to drive process improvements and operational excellence.
• Strong analytical and problem-solving skills.
• Ability to thrive in a dynamic and fast-paced environment.
• Knowledge of industry regulations and relevant compliance requirements.

COMPENSATION DETAILS

Seeking an employer who values your contribution?

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS

This job is performed in a professional office environment. While performing the functions of this job, the employee will be mostly sedentary and may be required to sit/stand for long periods while using a computer and a telephone headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasionally, the employee may need to move around the office to perform tasks; reach in any direction; lift or lower objects, move objects from one place to another, grasp objects, and move or exert force of up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• Authorized to work in the country where the job is located.
• Willingness to undergo a Level II background and/or security investigation with fingerprinting. Job offers are subject to background and security investigation results.
• Willingness to undergo drug screening. Job offers are subject to drug screening results.

REASONABLE ACCOMMODATION

MCI and its affiliates policy is to provide reasonable accommodations when requested by a qualified applicant or an employee with a disability, unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If a reasonable accommodation is needed, contact the Human Resources Department.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we celebrate differences and believe that diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a discrimination-free work environment, where employees are treated with dignity and respect. All employees share the responsibility to fulfill MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories consistent with local and federal requirements for employment.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. Additionally, it is MCI's policy to provide reasonable accommodations to qualified employees with protected disabilities as required by applicable laws, regulations, and ordinances in the location where the employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps clients approach their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, customer care services in contact centers, and IT service needs by providing hosting, software, personnel, and general and specialized services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as the Fastest-Growing Company in Iowa, USA, and ranked 452 on the Inc. 5000 Fastest-Growing Private Companies in the USA, entering the coveted top 500 for the first time. MCI subsidiaries had previously been included on Inc. Magazine's Fastest-Growing Companies list 15 times. MCI operates ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitization, MCI ensures that clients do more with less. MCI is the parent company of a diverse lineup of technology-enabled business services companies. MCI grows organically, acquires, and operates companies that have synergistic products and service portfolios, including Automated Contact Center Solutions (ACCS), Customer Contact Management, IT Services (Horizon 70 IT), and Temporary and Administrative Staffing (Hour 736 of TAPS), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Accounts Receivable Management (ARM), Application Software Development, Managed Services, and Technology Services, for middle-market, federal, and corporate partners. MCI now employs over 10,000 talented individuals with more than 150 diverse North American client partners through the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with an overview of the role. It is not a complete list of the responsibilities, skills, and qualifications required for the job. Your supervisors or managers may ask you to perform other tasks. You will be evaluated in part based on your performance in the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and both you and the employer may terminate employment at any time and for any reason.

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