Operations Manager - Ciudad de México - CXperts

Descripción

A good Call Center Manager must have excellent communication skills in order to work with clients, train and encourage the team they manage, and effectively convey the organization's goals to their staff members, Call Center Managers will have a variety of duties, but they typically develop objectives that reflect the needs of their customers in order to motivate their team to meet and exceed an organization's goals.

They do this through conducting effective resource planning and analyzing key metrics of success


Must Have skills and knowledge in:

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (costeffectiveness, costbenefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problemsolving ability
• Positive and patient

Responsibilities:

• Develop objectives for the call center's daytoday activities
• Client management, process requirements and stats to present reports.
• Resolution of conflicts in Forecast and Staffing.
• Being able to sustain a productive environment and drive the KPI performance.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze callcenter statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, callwaiting time etc.)
• Prepare reports for different departments or upper management

Job Type:

• Fulltime, Contract, availability is a must.
• Hoops: 6 am 10 pm EST Monday to Friday (with weekends work upon demand).
• Requires prior experience: Call Center Management experience is required.
• Must live in Mexico City or close

Experience:

• Related studies in management such as but not limited to Administration, Engineering, etc.
• MBA is preferrable but not required.
• Language: English (required) B2+ or C
• At 5 Years of Call center experience and 3 as an operations Manager.

Skills:

Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Active Learning — Understanding the implications of latest information for both current and future problem-solving and decision-making.

Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one Operations Analysis — Analyzing needs and product requirements to create a designed content.

Being aware of others' reactions and understanding why they react as they do. Time Management — Managing one's own time and the time of others. Coordination — Adjusting actions in relation to others' actions Monitoring.

Language required:
B2+ C1 English Required


Assessment type:
In-House B2+ required


Salary:
$50, $60,000.00 per month


COVID-19 considerations:
Si, pero es un puesto remoto

Application Deadline: 15/02/2023

Expected Start Date: 01/02/2023