Strategic Call Center Operations Manager

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Cp360 A tiempo completo

Overview

Cp360 is a forward-thinking company that prioritizes employee well-being and innovation. Our dynamic culture empowers employees to make a lasting impact, fostering a collaborative environment where creativity and empathy thrive.

Job Summary

We are seeking a highly skilled Strategic Call Center Operations Manager to oversee call center traffic, ensuring seamless compliance with customer service level agreements. This role involves analyzing trends in call volumes, staff productivity, absenteeism, performance metrics, shrinkages, and resource allocation to inform data-driven decisions.

Main Responsibilities

  1. Manage call center traffic to ensure adherence to customer service level agreements.
  2. Analyze trends in call volumes, staff productivity, absenteeism, performance metrics, shrinkages, and resource allocation to inform data-driven decisions.
  3. Develop and implement action plans to address anticipated gaps in staffing and resources.
  4. Partner with operations management teams to implement load-balancing strategies and optimize call center performance.
  5. Communicate real-time analysis and insights to stakeholders, enabling informed decision-making.

Requirements

To succeed in this role, you will need:

  • A strong understanding of contact center metrics and operations.
  • The ability to articulate performance metrics and calculations.
  • High sense of urgency, quick thinking, and sound problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to perform multiple tasks without compromising quality output in a fast-paced environment.
  • Strong team player with the ability to motivate and influence others.

What We Offer

In return for your expertise, we offer a competitive salary of $2,300,000, a comprehensive benefits package, and opportunities for professional growth and development.

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