Call Center Operations Manager

hace 3 semanas

Medellín, Antioquia, Colombia Iqor A tiempo completo
Job Summary

We are seeking a highly skilled Call Center Operations Manager to oversee the performance of our call center staff. This is a critical role that requires strong leadership and management skills, as well as the ability to motivate and discipline employees.

Responsibilities:

  • Hiring, training, and preparing call center representatives to respond to customer inquiries and resolve issues in a timely and effective manner.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Maintaining high levels of employee engagement and motivation through regular feedback, coaching, and recognition.
  • Monitoring and evaluating agent performance, providing learning opportunities, and taking corrective action when necessary.
  • Identifying areas for improvement and implementing cost-saving initiatives through process streamlining and consolidation.
  • Driving continuous improvement through trend analysis and metrics management.
  • Collaborating with cross-functional teams to ensure seamless communication and effective problem-solving.
  • Maintaining discretion and confidentiality in all aspects of the role, including sensitive customer information and proprietary data.
Requirements
  • 3+ years of experience in call center operations, preferably in a supervisory or management role.
  • Proven track record of improving employee performance and reducing turnover.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders.
  • Bachelor's degree in Business Administration, Management, or related field.
Benefits
  • Competitive salary: $65,000 - $85,000 per year, depending on experience.
  • Ongoing training and development opportunities to enhance skills and knowledge.
  • A dynamic and supportive work environment that fosters growth and innovation.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
About Us

iQor is a leading provider of business process outsourcing solutions, dedicated to delivering exceptional customer experiences through innovative technology and expertise. As a valued member of our team, you will have the opportunity to make a meaningful impact and contribute to our mission of revolutionizing the customer service industry.

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