Customer Service Center Manager

hace 2 semanas

Chihuahua, México AutoZone A tiempo completo

**SUMMARY**

Provides effective leadership and professional operations management.

Creates and maintains a healthy and productive environment for all Contact Center employees, guaranteeing fair, consistent, equitable treatment in a safe environment, operating efficiently and balancing costs and quality performance.

Continually upgrades personal knowledge of Contact Center technology and makes improvement recommendations.

**RESPONSIBILITIES**
- Develops, manages and motivates a strong, effective management team with focus on continual improvement and employee involvement.
- Maintains and improves Contact Center operations by monitoring performance..
- Prepares, manages and reviews department's budget and P&L reports.
- Writes performance reviews, provides mentoring, coaching and motivation to staff.
- Designs and implements planning activities that ensure a successful operation including business forecasting, internal & external client communications, and adherence to policies and procedures.
- Maintains up-to-date knowledge of industry developments and management knowledge to share with staff.

**REQUIREMENTS**
- Level of Formal Education: A Bachelor's degree (BA, BS) or equivalent.
- Area of Study: Business Administration, Computer Science.
- Years of Experience: More than seven years.
- Type of Experience: Customer Service, Contact Center Management / Technology, Management.
- Special Certifications or Technical Skills: Budgeting, P&L, Contact Center Technology, Bilingual, Problem Solving, People Skills, People Management, Customer Service, Process Improvement. Oral and written communication skills.
- Other/Preferred: Master's degree or equivalent experience, Project Management, Contact Center Certification.

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