Call Center Operations Manager (Heroica Puebla de Zaragoza)

Operations Call Center Manager

**IMPORTANT - ESSENTIAL REQUIREMENT TO APPLY: Minimum 5 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role.**

All resumes should be submitted in English; resumes in Spanish will be discarded.

Key Responsibilities

• Operations Management:
  • Plan, organize, and oversee call center operations, ensuring effective and efficient use of resources.
  • Monitor and analyze call metrics (e.g., average handling time, call abandonment rates, first call resolution) to identify trends and implement improvements.
  • Develop and execute strategies to enhance customer satisfaction, service quality, and operational efficiency.
• Team Leadership and Development:
  • Recruit, train, and supervise call center staff, including supervisors, team leaders and agents.
  • Conduct performance evaluations and provide coaching to improve skills and productivity.
  • Foster a positive work environment and maintain team motivation through recognition and incentives.
• Process Improvement:
  • Identify and address gaps in processes, tools, or resources that hinder operational performance.
  • Collaborate with other departments (e.g., IT, Quality Assurance) to implement new systems or update existing ones.
  • Ensure adherence to all standard operating procedures (SOPs) and compliance regulations.
• Customer Experience Management:
  • Act as the escalation point for complex or unresolved customer issues.
  • Ensure the call center delivers a seamless and customer‑centric experience.
  • Collect and analyze customer feedback to drive service improvements.
• Reporting and Analytics:
  • Prepare and present regular reports on operational performance, team productivity, and customer satisfaction metrics.
  • Use data‑driven insights to forecast staffing needs and allocate resources effectively.
  • Set and monitor key performance indicators (KPIs) to achieve organizational goals.

Skills and Knowledge Qualifications

• Education and Experience:
  • Bachelor’s degree in Business Administration, Management, or related field (preferred).
  • Minimum 5 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role.
• Skills and Competencies:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in call center management software and reporting tools (e.g., CRM systems, workforce management tools).
  • Analytical mindset with the ability to use data for decision‑making.
  • Strong problem‑solving and conflict‑resolution skills.
• Personal Attributes:
  • High level of professionalism and integrity.
  • Commitment to delivering exceptional customer experiences.
• Preferred Qualifications:
  • Fluent English, +C1.
  • Exceptional written and verbal communication skills, in both English and Spanish.
  • Strong organizational and multitasking abilities.
  • Confidentiality and discretion are a must.
  • Strong understanding of organizational processes and structures.

Benefits

• Caja de ahorro
• Estacionamiento gratuito
• Protegido de gastos médicos mayores
• Protegido de vida
• Teléfono de la empresa
• Vacaciones adicionales o permisos con goce de sueldo

Additional Compensation

• Bono de permanencia

Job Details

• Tipo de puesto: Tiempo completo
• Sueldo: $35,000.00 - $45,000.00 al mes
• Tipo de jornada: Lunes a viernes, turno de 10 horas
• Escolaridad: Licenciatura terminada (Obligatorio)
• Experiencia: Customer Service Manager: 3 años (Obligatorio)
• Idioma: Inglés (Obligatorio)
• Lugar de trabajo: Empleo presencial
• Fecha límite para postularse: 21/03/2025

Equal Opportunity Statement

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status.