Operations Manager

hace 16 horas


Monterrey, Nuevo León, México Contactpoint 360 A tiempo completo
About Contactpoint 360

We are a leading provider of contact center solutions, dedicated to delivering exceptional customer experiences.

Salary and Benefits

The successful candidate can expect a competitive salary range of $65,000 - $85,000 per year, depending on experience, plus benefits including health insurance, retirement plan, and paid time off.

Job Description

This is a challenging opportunity for an experienced call center professional to lead our team of agents and drive business growth. As an Operations Manager, you will be responsible for overseeing the day-to-day operations of the call center, ensuring that we meet our performance targets and provide excellent customer service.

Key Responsibilities
  • Supervise and lead a team of call center agents to ensure they meet performance standards and adhere to company policies.
  • Conduct regular performance evaluations, provide constructive feedback, and develop improvement plans for underperforming agents.
  • Facilitate continuous training and development programs to enhance agent skills and knowledge.
  • Monitor call center operations to ensure efficiency and effectiveness in handling customer inquiries and complaints.
Requirements and Qualifications
  • Minimum 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.
  • Proficiency in contact center software and workforce management tools.
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.
  • Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
  • Knowledge of call center operations, including key performance indicators (KPIs) and service level agreements (SLAs).
Preferred Qualifications
  • Middle to advanced Excel knowledge.
  • Familiarity with call center technology, including automated call distribution (ACD) systems, interactive voice response (IVR) systems, and CRM software.
What We Offer

At Contactpoint 360, we offer a dynamic and supportive work environment, opportunities for career growth and development, and a comprehensive benefits package. If you are a motivated and experienced call center professional looking for a new challenge, please submit your application.


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