Operations Manager Call Center

hace 1 día


Tijuana, Baja California, México Hyuman A tiempo completo

**Job Summary**:

The Call Center Manager will oversee the operations for the entire call center, under the direction and in partnership with the Consumer Banking division. 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.

**Key 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.

• Create and facilitate meetings with stakeholders.

• Supports the rollout and execution of company directives, initiatives, and process updates.

• Attends weekly meetings to discuss progress and strategy.

• Facilitates internal meetings to maximize execution.

**Required Skills and Abilities**:

• Excellent communication skills.

• Advanced coaching and leadership abilities.

• Proficient in Microsoft Office Suite or related software.

• Bi-lingual with exceptional English language and writing skills.

• Ability to manage escalated situations with superior problem-solving and negotiation skills.

• Maintain customer and team member confidentiality with good interpersonal and active listening skills.

• Organizational skills, attention to detail, and strong ability to multitask are essential.

**Education and Experience**:

• Bachelor's degree required.

• 1-3 years of banking experience required.

• 5+ years of call center leadership experience.



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