Call Center Operations Manager

hace 2 meses

Tijuana, Baja California, México Hyuman A tiempo completo
Job Summary

The Call Center Sr. Supervisor will oversee the operations for the entire call center, under the direction of senior leadership. In addition to managing day-to-day operations, the Sr. supervisor will be accountable for team performance goals and the execution of all support processes and procedures in accordance with regulatory guidelines and performance expectations.

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 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 teams.
  • Created WBR, MBR, QBR decks and facilitates meetings with.
  • 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.

Compensation and Benefits

The estimated annual salary range for this position is $60,000-$80,000, depending on location and experience. Benefits include:

  • Comprehensive health insurance
  • Retirement plan
  • Employee assistance program
  • Flexible work arrangements

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