Bpo - Operations Manager - Bogota, Colombia - SGF Global

SGF Global

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

Call Center Operations Manager
As Caller Center Operations Manager, you will directly oversee call center daily operations. You will support the development and implementation of best cell center methods and procedures.

Call center operations manager is also responsible for developing new processes or systems to improve efficiency, quality control, or other aspects of the call center's operations.

Job Summary

SUMMARY OF JOB RESPONSIBILITIES

Manage firstline supervisors that are responsible for managing the daytoday operations of a team of representatives handling customer inquiries and issues.
Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
Provide leadership and management to associates; provide training and development of the supervisory team.
Coach and mentor team supervisors.
Regularly conduct supervisor team meetings.
Supervise multiple teams for one or more clients.

KNOWLEDGE/SKILLS/ABILITIES

Strong leadership skills with the ability to manage large groups of people.
Strong verbal/written communication and facilitation skills.
Strong interpersonal skills and experience demonstrating successful customer relationship management ability.

EDUCATION
Four-year college degree in business management/administration or equivalent combination of education and directly related experience.

EXPERIENCE and REQUIREMENTS

3+ years of call center experience
(mandatory):
Strong English verbal and written communication skills
(mandatory):
Minimum of 2 years of managerial experience
Evidence of effective interpersonal, coaching, and leadership skills
Good organization/time management skills and problemsolving skills
Ability to work with a variety of people from diverse backgrounds
Ability to organize and prioritize, set priorities and multitask
Ability to adhere to all organizational policies and procedures.
Ability to provide feedback in a positive and supportive manner.
Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
Experience working in a metricsdriven environment with responsibility creating and executing plans to achieve desired results