Operations Manager

hace 3 semanas


Bogota, Colombia Iterum BPO A tiempo completo

Descripción de empleo

The Operations Manager oversees and establishes call center objectives analyzing data and focuses on improving performance and processes to better support customers. comprehensive knowledge of company policies and offerings. Focuses on improving teams and call center practices, provides opportunities to expand knowledge of services, products, and troubleshooting techniques, guides their team to develop the goals established. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues facing on the floor.

RESPONSABILITIES
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Support the recruitment process by interviewing potential hires and outlining clear job expectations.
- Prepare annual budget after estimating necessities.
- Summarize, collect, and analyze call center trends and data for regular performance reports.
- Focus on wellness, maintain the team engage and motivated by doing different activities.
- Develop, establish and accomplish KPI’s goals.
- Leading team meetings, asking questions to better understand their team, develop workers regarding processes and practices, and explain expectations to employees.
- Answering supervisor’s questions, guiding them through difficult issues.
- Assisting other management team members in identifying trends and establishing goals.

**REQUIREMENTS**:

- Bachelor’s degree In Business Administration or related fields. (preferred)
- English B2+
- +2 years in management positions in the BPO industry
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Strong coaching, development and leadership skills
- Ability to motivate employees
- Decisiveness and attention to detail

Tipo de puesto: Tiempo completo, Indefinido

Sueldo: $8.000.000 - $9.000.000 al mes

Experiência:

- puestos de gerencia o gestión en la industria de BPO: 2 años (Obligatorio)

Idioma:

- inglés (Obligatorio)

Fecha límite para postularse: 24/04/2024


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