Contact Center Manager

CyraCom International has been a leading provider of language services in the United States for over 25 years. We are thrilled to be opening our first contact center in Guadalajara, Jalisco, and are seeking an experienced, dynamic, and dedicated Contact Center Manager to support our employees on-site in Guadalajara. At CyraCom, your work makes a difference for people around the US each day, as you work with a team of diverse and passionate professionals to contribute to our mission: providing greater access to people who need language support.**As a Contact Center Manager, you will**:- Manage and lead the activities of assigned staff; ensure that department functions are performed efficiently with adherence to quality standards; provide support and assistance to staff.- Establish and lead effective and collaborative working relationships with CyraCom staff providing support to call centers, such as Human Resources staff, Workforce Management staff, Facilities staff, etc.- Develop and lead actions plans involving support staff for call center projects and issues.- Oversee activities related to call monitoring of interpreters and direct reports; ensure call quality activities meet or exceed internal goals and objectives.- Review trends and customer complaints to evaluate efficiency of work and efficacy of current methods and procedures.- Review policies and procedures; make modifications to achieve quality and performance goals; ensure that CyraCom’s interpreter protocol, policies and procedures are followed.- Hire, train, recommend/approve salary actions and recommend/administer corrective actions, including termination.- Resolve problems directly through coaching of subordinates and/or collaboration with peers and management.- Oversee the planning and administration of the departmental budget; ensure that key performance indicators are met or exceeded; take corrective action to ensure KPIs are met or exceeded.- Review payroll reporting and ensure accuracy.- Oversee activities related to monitoring interpreter calls, ensuring that quality goals and objectives are met or exceeded.- Maintain confidentiality in accordance with CyraCom policies.- Uses standard office equipment such as telephones, computers, copiers and fax machines.- Exercise a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices.- Demonstrate a continued commitment to professional education and industry best practices.- Perform all other duties as assigned.- All employees are required to perform the following essential functions: demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with CyraCom policy; learn from directions, observations and mistakes; work independently or as part of a team; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action.**As a Contact Center Manager, you must have**:- Demonstratable knowledge of language services industry.- Expert knowledge of interpretation policies and procedures.- Expert knowledge of CyraCom’s lines of business, company core values and integration of interpreter functions into overall company objectives.- Solid knowledge of CyraCom’s quality standards for interpretation.- Solid understanding of linguistics and different cultures.- Solid knowledge of the budgeting process and ability to read and interpret budget and financial reports; ability to determine if revenues and expenditures are meeting targets.- Solid knowledge of the principles and practices of effective customer service.- Exceptional commitment to confidentiality in accordance with CyraCom Interpreter policies.- Ability to react calmly and effectively in emergency situations.- Strong attention to detail and accuracy.- Ability to organize and plan work, adhering to priorities and deadlines.- Ability to operate competently common office equipment, including, but not limited to, computer, fax, copier and telephone system.**As a Contact Center Manager, you must be**:- Skilled in adjusting to rapidly changing circumstances.- Skilled in forming collaborative working relationships with peers and managers in other departments, as well as establishing accountable and supportive working relationships with direct reports.- Skilled at making presentations and favorably representing the company in person, or through written or telephonic communications.- Skilled at conflict resolution and negotiation.- Skilled at organizing work, prioritizing duties and delegating work appropriately to staff.- Skilled at timely addressing uncomfortable or difficult employee performance issues and situations, working towards an effective resolution.- S