Operations Manager
hace 1 semana
**Operations Manager - Customer Service/Call Center**
**We’re Hiring: Call Center Operations Manager**
Are you a **strategic leader** with a passion for **customer experience** and **operational excellence**? We're looking for a **Call Center Operations Manager** to drive **exceptional service delivery** and lead high-performing teams in a fast-paced, client-focused environment.
**What You’ll Do**
- Serve as the **primary point of contact** for clients, ensuring their needs are met and expectations exceeded.
- Oversee the **day-to-day operations** of our call center, optimizing performance and customer satisfaction.
- Develop and implement **strategies to meet KPIs** and continuously improve efficiency.
- Build and maintain **strong relationships** with high-demand clients, providing regular updates and solutions.
- Lead **recruitment, onboarding, and performance management** for a top-tier team.
- Analyze **data and insights** to drive smarter decision-making and innovation.
- Manage budgets, resources, and scheduling to ensure **operational efficiency**.
- Handle escalations with **proactive problem-solving** and a customer-first approach.
**What You Bring to the Table**
- **Strategic leadership** and the ability to make **data-driven decisions**.
- Expertise in **call center operations, KPIs, and performance optimization**.
- Strong **analytical skills** to identify trends and opportunities for improvement.
- Exceptional **communication and conflict resolution** abilities.
- Experience in **client relationship management**, especially with high-demand stakeholders.
- Proficiency with **CRM and workforce management tools** (Salesforce, Zendesk, NICE, etc.).
- Ability to **drive change, manage budgets, and implement process improvements**.
**What We’re Looking For**
- Bachelor’s degree in Business Administration, Operations Management, or related field (**Master’s preferred**).
- 5+ years of leadership experience in **call center or customer service operations**.
- Proven track record of **managing high-performing teams** and exceeding goals.
- Experience in **e-commerce retail** and customer engagement best practices.
Pay: $30,000.00 - $45,000.00 per month
Ability to commute/relocate:
- 76180, El Jacal, Qro.: Reliably commute or planning to relocate before starting work (preferred)
Work Location: In person
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