Engagement Centre Operations Manager

hace 1 semana

Monterrey, México British American Tobacco A tiempo completo

**BAT is evolving at pace - truly like no other organisation.**

**To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**

**BAT MEXICO IS LOOKING FOR AN ENGAGEMENT CENTRE OPERATIONS MANAGER**

**ROLE POSITIONING AND OBJECTIVES**

The role is responsible for leading, monitoring, and supervising team leaders and agents’ team, to ensure engagement centre operational efficiency. In addition is also responsible for providing guidance, instruction, and leadership skills to the team.

**Reports to**:Engagement Centre Lead

**Reporting Level**:Manager

**Geographic Scope**:Monterrey

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Ensure the team leader & supervisors align with operational processes, reports generation, SLA & KPI.
- Ensure KPI’s, SLA, compliance reporting and support to DBS Account Manager.
- Contribute to the continuous improvement of the department through the development of technical and management.
- Provide direct coaching to the leadership team & ensuring the mentor models implemented across de organization.
- Maintain continuous communication with Account Manager, Internal Stakeholders, Team Leads and Tier Consumer service line agents.
- Anticipate problems of define a successful solution.
- Be Available to the end market when required offering good customer service.

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- Minimum of 3 years of progressive work experience in the operational delivery of these services, ideally in an end markets / shared service centre, with senior team member management and project management in an organisation of similar scale.
- Good level of English in writing, reading, and speaking.
- Very good knowledge of Microsoft Office standard pack (Excel, Word, Access, Power Point)
- Bachelor’s degree

**BENEFICIAL**
- SAP Knowledge
- Salesforce Knowledge
- Genesys Cloud Knowledge

**WE ARE BAT**

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner - one of 50 most sustainable companies

**BELONGING, ACHIEVING, TOGETHER**

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. **Come bring your difference

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