Operations Manager

hace 6 días

Tijuana, Baja California, México Hyuman A tiempo completo

Job Summary:

The Operations Manager will oversee the entire call center operation, under the direction of the company. In addition to managing day-to-day operations, the manager 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-centric 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 the 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 business reports, meeting decks, and facilitates meetings with stakeholders.
  • Supports the rollout and execution of company directives, initiatives, and process updates.
  • Attends weekly meetings, calibration sessions, and strategy meetings.
  • Facilitates internal meetings to maximize execution.

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.

Education and Experience:

  • Bachelor's degree required.
  • 1-3 years of banking experience required.
  • 1-2 years of call center leadership experience.

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