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Dresden Partners is a leading global recruitment agency specializing in connecting exceptional talent with top companies. Our expertise spans IT recruitment across Mexico, Latin America, and the United States.
Job SummaryWe are seeking a highly skilled Operations Lead - Contact Center to join our team. As an Operations Lead, you will be responsible for managing the day-to-day operations of our contact center, ensuring seamless communication and collaboration between teams.
Key Responsibilities- Operational Management
- Develop and implement work plans to achieve team objectives and deliverables.
- Monitor and control incidents, providing timely reports to management and suggesting process improvements.
- Implement and enforce security and compliance policies.
- Team Supervision
- Supervise and coordinate the workflow of the contact center team, ensuring projects are delivered on time and with the expected quality.
- Facilitate communication and collaboration between teams.
- Performance Metrics
- Develop and track key performance indicators (KPIs) and service level agreements (SLAs).
- Monitor and analyze performance data to identify areas for improvement.
- Experience
- Minimum of 5 years of experience in contact center management or a related field.
- Skills
- Advanced English language skills.
- Experience in managing service center operations, including work plans, SLAs, and KPI management.
- Quality assurance and team coordination skills.
- Competitive Compensation
- Competitive salary.
- 15 days of Christmas bonus.
- Benefits Package
- 12 vacation days.
- Flexible working hours.
- IMSS (Mexican Social Security).
- Major medical expenses insurance.
- Life insurance.
- Family funeral expense insurance package.
- Health membership (holder + 4 people).
