Contact Center Operations Manager for Tri Source De Mexico
hace 1 mes
Tri Source de Mexico, a leading outsourcing company with operations in the US, Mexico, and Latin America, is seeking an experienced Contact Center Operations Manager to join our team. If you have a proven track record of delivering results and thrive in a fast-paced environment, we encourage you to apply.
The successful candidate will be responsible for daily supervision of assigned campaigns, managing employee performance, production reports, coaching and developing teams, while supporting client relationships and collaborating with local management through effective communication.
**Key Responsibilities:**
- Manage Team Leaders - Ensure direct reports complete all aspects of their assigned responsibilities.
- Validate KPIs - Verify that KPIs are complete and accurate.
- Communicate with Management - Inform management about issues affecting staff or customer satisfaction.
- Implement Process Improvements - Continuously consider process improvements and implement best practices.
- Ensure Operational Metrics - Achieve critical operational metrics such as service levels, customer care, productivity standards, customer satisfaction scores, etc., through building effective teams.
**Requirements:**
- High school diploma or general education degree (GED) required.
- Fully bilingual in English and Spanish.
- Exceptional leadership and coaching/mentoring skills.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and collaboratively in a team environment.
**Estimated Salary:** $25,200 - $28,800 per month, plus bonus and benefits. Perks include high growth/rewarding environment, cash rewards, other bonuses, free parking, option for indefinite contract, and referral program. The role is a full-time position with a 10-hour shift schedule.
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