Operations Team Manager
hace 7 días
About Félix:
Félix is a pioneering platform that empowers Latinos in the US to send money home via WhatsApp, disrupting remittance services with Blockchain and AI.
Our innovative approach has earned us recognition from top VCs and esteemed awards. We're committed to building a financial platform that supports the Latino community.
We're passionate about delivering exceptional customer experiences, driving operational excellence, and fostering a dynamic entrepreneurial environment.
Your Role:
You will oversee daily operations, ensuring smooth workflows and driving performance within your squad. As a leader, motivator, and problem solver, you'll help your team reach operational excellence while maintaining high customer service standards.
You'll manage a squad of 10-15 agents, setting and overseeing daily objectives, monitoring queues, and addressing blockers. You'll also track individual goals, CSAT scores, and NPS for operator interactions.
Requirements:
- 2+ years of experience in operations, customer service, or team leadership.
- Strong leadership and team management skills, with experience managing a team of 10-15 agents.
- Excellent problem-solving abilities, with a proactive approach to addressing operational challenges.
- Strong analytical skills to track performance metrics and drive improvements.
- Experience with customer satisfaction metrics (CSAT, NPS) and operational KPIs.
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