Contact Center Operations Manager

hace 7 meses

Saltillo, México ContactPoint 360 A tiempo completo

**Who We Are**:
ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 15 years ago. We’re Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand our work from home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re proud to provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.

**Overview**

**Position Summary**:
The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction

**Overall Responsibilities**:

- Lead, manage and develop supervisors through interactions and motivationFoster a culture of team spirit and hospitality

Highly visible and accessible to team via floor presence
Perform supervisor duties as required
Take care of administrative supervisor related functions
Effectively manage attendance/absenteeism
Attrition risk management (alert, communicate and mitigate any potential risk)
- Manage and deliver operational results in accordance with service delivery scorecard
- Recognize and advance Talent
- Drive the selection process for team members
- Own the end-to-end employee lifecycle for those assigned
- Drive process improvement by recognizing, communicating and acting on opportunities
- Embody and reinforce company-values-based culture
- Effectively and efficiently manage resources to optimize operational results
- Make decisions based on full awareness on direct operational cost and revenue implications
- Align and collaborate with other functional areas
- Ensure stakeholder communication and/or management
- Evaluate daily key performance indicators and develop improvement needs.
- Coordinates with leadership to interface with client and handle account management issues.
- Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
- Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
- Conduct performance appraisals for direct reports.
- Establishes performance objectives for supervisors and direct reports.
- Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
- Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
- Demonstrate sound judgment and fairness when administering policies and procedures.
- Work with Quality Assurance and clients to meet quality standards.
- Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.

**Job Requirements**:

- Experience with forecasting/scheduling and related software packages.
- Proven ability to manage people, processes, and technology.
- Strategic thinker and tactical implementer.
- Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
- Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
- Ability to influence and motivate others.
- Superior written and verbal communication skills.
- Excellent leadership and developmental skills
- Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
- Must have strong technical, project management, implementation and process improvement skills.
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

**Education/Experience**:

- 2-3 years call center experience
- Minimum 3-5 years managing operations in a call center environment
- Bachelor’s degree in Business, Finance, Management or a related f

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