Contact Center Operations Director

hace 1 semana

Guadalajara, Jalisco, México Csc Solutions A tiempo completo

**About Csc Solutions**: At Csc Solutions, we are a leading provider of bilingual contact center services. As we continue to expand our operations, we're seeking an experienced Contact Center Operations Director to lead our Guadalajara office.

**Job Overview**: This is a full-time position responsible for overseeing daily operations, leading teams, and driving performance in our contact center.

**Key Responsibilities**:

  • Team Management: Lead a team of 8 agents, ensuring optimal performance and productivity through effective leadership and coaching.

As the primary point of contact for clients, you will ensure their needs and expectations are consistently met. You will also be responsible for implementing and refining operational procedures to optimize efficiency and service quality.

**Performance Metrics**: Monitor key performance indicators (KPIs) such as first call resolution, average handle time, and customer satisfaction ratings. Implement strategies to meet and exceed targets, ensuring exceptional customer experiences.

**Training & Development**: Oversee training initiatives to equip agents with the necessary skills and knowledge to deliver outstanding customer service.

**Reporting**: Generate detailed reports on operational performance, team productivity, and other relevant metrics to inform business decisions.

**Budget Management**: Oversee office expenses and budgets to ensure optimal resource allocation, maximizing value for our customers and stakeholders.

**Requirements**:

  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • Minimum of 3-5 years of experience in an operations management role, preferably in a contact center environment.
  • Fluent in both English and Spanish.
  • Strong leadership and team management skills.
  • Proficient in Microsoft Office Suite and familiar with industry-specific software.
  • Proven ability to drive operational excellence and achieve KPIs.
  • Excellent communication and interpersonal skills.

**Benefits**: Competitive salary ranging from $15,000 to $20,000 per month, opportunity to work in a fast-growing company with a vibrant team, professional growth and development prospects, regular team events and celebrations, and a dynamic work environment.

**Location**: Guadalajara, Jalisco, Mexico. This is a full-time position working Monday through Friday. The ideal candidate will be available to work on-site at our Guadalajara office.

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