Senior Operations Manager

hace 4 semanas


Monterrey, Nuevo León, México British American Tobacco A tiempo completo
Job Description:

The Engagement Centre Operations Manager is a key role within our organization, responsible for leading and monitoring team leaders and agents to ensure operational efficiency.

This position requires strong leadership skills, with the ability to provide guidance, instruction, and mentorship to the team. The successful candidate will be responsible for ensuring alignment with operational processes, reports generation, SLA & KPI, and contributing to the continuous improvement of the department through the development of technical and management skills.

Key Responsibilities:

  • Ensure team leaders and supervisors align with operational processes, reports generation, SLA & KPI
  • Contribute to the continuous improvement of the department through the development of technical and management skills
  • Provide direct coaching to the leadership team and ensure mentor models are implemented across the organization

Requirements:

  • Minimum 3 years of progressive work experience in operational delivery, ideally in an end markets/shared service centre, with senior team member management and project management experience
  • Good level of English in writing, reading, and speaking
  • Very good knowledge of Microsoft Office standard pack (Excel, Word, Access, Power Point)
  • Bachelor's degree

Salary Estimate: $80,000 - $120,000 per annum, depending on location and experience.

About Us: At British American Tobacco, we are committed to creating A Better Tomorrow. This is what drives our people and our passion for innovation. We offer a global top employer program, diversity leadership, and a range of benefits to support your career growth and well-being.



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