Contact Center Manager
hace 7 meses
Tri Source de Mexico, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as the Director of Talent Acquisition. If you are passionate about talent acquisition, have a proven track record in recruiting and thrive in a fast-paced environment, we want to hear from you
As a Project Manager you will be responsible for daily supervision of assigned campaigns, managing employee’s performance, production reports, coaching and developing your teams, while supporting client relationships and collaborating with local management with effective communication.
Essential Duties and Responsibilities:
- Manage Team Leaders
- Ensure your direct reports are completing all aspects of their assigned responsibilities.
- Validate KPI’s that are updated by Team Leads to ensure that they are complete and accurate.
- Communicate to management regarding issues affecting the performance of staff or customer satisfaction.
- Continuously consider process improvements and implement best practices.
- Ensure all critical operational metrics are achieved such as service levels, customer care, productivity standards, customer satisfaction scores, etc. through building effective teams.
- Review and report work volume and operational results.
- Handle situations independently with the ability to resolve conflicts and empathize with clients and employees, including handling escalated interactions with customers.
- Share feedback when training opportunities are identified.
- Effectively communicate through oral and written communication.
- Handle administrative work; time cards, reports, spreadsheets.
- Performs other duties as requested.
- Adopt Company values in personal work behaviors, decision-making, contributions and interpersonal interactions.
**Skills & Abilities**:
- Fun - Friendly & Energetic. Has the personality and hustle to deliver results for our clients.
- Speed - Deadline oriented and able to thrive in an ever changing, entrepreneurial environment.
- Creative Problem Solving - Strong analytical and critical thinking skills with a focus on data based strategies.
- Communication - Expert level - both written and verbal - clear communication with teammates across all departments
- Assertiveness - Ability to challenge and influence your team to deliver results with a sense of urgency.
- Integrity - Leads with strong professional attitude, accountability and ethics.
- Language - English proficiency required.
**Requirements**:
- High school diploma or general education degree (GED) required.
- Fully bilingual in English and Spanish.
- Demonstrates exceptional leadership, and coaching/mentoring skills.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently as well as collaboratively in a team environment.
- Demonstrates appropriate soft skills necessary for successfully supervising work units.
- Dedicated to meeting the expectations of internal/external customers and maintains effective relationships with customers and gains respect.
- Ability to learn and adapt easily with a high level of flexibility in a constantly changing in a fast pace environment, scheduling, process improvements, and regulatory changes.
- Ability to multi-task and manage several systems on a daily basis.
- Demonstrates excellent problem solving and decision-making skills based on a mixture of analysis, wisdom, experience and judgment; sought out by others for advice and solutions.
- Strong attention to detail, organizational skills, and timelines in order to meet customer expectations.
**Company Culture & Mission**
TSI makes outsourcing simple so that our clients can focus on their core business and drive sales growth. TSI is the sales, customer service, and back-office support engine behind many top brands, products, and services. We support our portfolio clients from world-class Call Centers located in the Los Angeles metro, Mexico and Latin America. We are very selective with the partners with whom we engage as well as the teammates we invite to be a part of our family. This keeps us focused on our Values: Transparency, Passion, Giving Back, Results and Fun
**Benefits**
Pay: 25,200-28,800/monthly + Bonus + Benefits.
All TSI teammates are eligible for perks including:
- High Growth / Rewarding Environment
- Cash Rewards & Other Bonuses
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