Operations Team Manager

hace 3 días


Medellín, Antioquia, Colombia Minacs A tiempo completo

We are seeking a highly motivated Operations Team Manager to join our team at Minacs. In this role, you will be responsible for supervising a group of call center associates and ensuring that performance metrics are achieved.

About the Role

The Operations Team Manager is a key position within our organization, responsible for overseeing the day-to-day activities of our call center team. This includes monitoring work and attendance, providing coaching and motivation, and identifying areas for improvement.

You will be working closely with our management team to ensure that our service delivery meets contractual Key Performance Indicator (KPI) and financial expectations. You will also be responsible for communicating expectations to employees and providing timely updates.

Key Responsibilities
  • Supervise a group of call center associates, including monitoring work and attendance in accordance with organizational policy and applicable legal requirements.
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
  • Identify performance-related issues, develop an action plan for improvement, and implement corrective action as needed.
  • Ensure service delivered to our customers meets contractual KPI and financial expectations.
  • Communicate expectations to employees and provide timely updates.
Requirements

To be successful in this role, you will need to have:

  • An Associate's degree in a related field or equivalent experience.
  • Highly developed communication and leadership skills, with the ability to motivate and coach teams.
  • Experience working in a fast-paced environment, with the ability to prioritize tasks and meet deadlines.
  • A strong understanding of performance metrics and KPIs.
Career Level Description

This role is suitable for someone who is looking to take on a challenging leadership role and make a real impact within our organization. As an Operations Team Manager, you will have the opportunity to develop your skills and knowledge, while working closely with a talented team.

Estimated Salary Range

The estimated salary range for this role is $45,000 - $65,000 per annum, depending on location and experience.

Please note that this is an estimate and may vary based on individual circumstances.


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