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Operations Manager

hace 2 semanas

Barranquilla, Atlántico, Colombia GlowTouch Technologies A tiempo completo

UnifyCX is growing We are looking for extraordinary Contact Center Operations Managers to join our motivated and ambitious team in Barranquilla.

What Will You Do?

As an Operations Manager, you will oversee and direct the operations for one of our most complex clients. You will directly oversee the management team to ensure high-quality performance and effective operations. You will serve our customers through the development and implementation of the best cell center methods and procedures. You will also recommend and implement process improvements that lead to operational cadence.

This key leadership position will drive operational excellence in all ways across this specific client with a concentrated focus on developing and instituting processes that improve the customer and client experience. In addition to building a strong team and great customer experience, the OM will influence efficiencies for improved bottom-line performance. Areas of focus include productivity, contract management, attrition improvement, and meeting and exceeding KPI targets.

Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, 401K, and other financial opportunity options. Ideal candidates for this position will be data driven, outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company. We are seeking individuals who have outstanding analytical, communication and self-management skills with excellent interpersonal and facilitation skills.

The position will be based in our Barranquilla Call center and you will:

  1. Plan and organize day-to-day activities of management related to production and operations.
  2. Set clear expectations and develop an operational cadence for the management team.
  3. Measure productivity by analyzing performance data and activity reports.
  4. Manage service delivery and sales performance to meet client needs and revenue targets.
  5. Determine labor needs to achieve intraday, daily, weekly, and monthly SLA targets and KPIs.
  6. Identify underperforming areas and inefficient processes and develop strategies to gain improvement and communicate recommendations to respective departments.
  7. Hire and train staff, provide developmental opportunities, evaluate employee performance, and recommend and initiate promotions, transfers, and disciplinary actions.
  8. Ensure compliance with all company policies and procedures.
  9. Motivate and develop future leaders of the company through coaching, mentoring, and performance goal setting.
  10. Provide updates on programs to internal teams as well as clients.
  11. Participate in and lead Weekly, Monthly and Quarterly Business Reviews with the Client.
  12. Manage the program as efficiently as possible by maximizing opportunities to deliver on key operational metrics.
  13. Support account growth, change management, and transformational activities.
  14. Work with the management team to ensure compliance with company policy, state, and federal employment law.
  15. Perform other duties as needed.

Who You Are

To be considered, candidates are expected to have the following:

  1. Minimum 5 years of Contact Center Operations Management experience required; BPO experience essential.
  2. Excellent written and verbal communication required.
  3. Proven ability to successfully lead a diverse workforce consisting of both in-office and remote workers.
  4. Ability to conduct root cause analysis and develop data driven action plans to improve performance.
  5. Exudes the ability to lead, inspire, motivate, and influence others to achieve their highest potential.
  6. Experience with call center technology, workforce management agent productivity tools, and quality management tools.
  7. Ability to develop performance goals and objectives for direct reports and monitor the achievement of those goals.
  8. Strong project management skills; must be able to manage multiple programs at one time.
  9. Demonstrated excellence in communication (written and verbal) with internal and external customers.
  10. Proficient in Microsoft Office including Outlook, Excel, Word & PowerPoint.
  11. Results-driven, action-oriented, and self-motivated mindset.
  12. Must be experienced and comfortable working in a fast-paced environment and able to deal well with change and ambiguity.
  13. Ability to learn new technology and adapt to a new environment.
  14. Strong analytical, administration, and problem-solving skills.
  15. Able to exercise good judgment in protection and dissemination of company confidential and proprietary information.

Education: College degree or equivalent Contact Center Leadership experience.

UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.

Who We Are

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

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