We are looking for a natural-born leader who has experience coordinating operations with large teams, interested in working with upper management and having a direct impact in the planning of operational strategies.
What's the job about?
As an Operations Manager, you'll be leading a group of TCs (team captains) and agents, in order to guide their teams towards the company and partner goals. You will respond directly to the COO in order to analyze performance and improve operational metrics while promoting a healthy work environment.
Roles and Responsibilities:
You will be planning, promoting, executing, and leading the following:
- Developing leadership skills in your team of TCs.
- Hire, train and onboard new Agents as required.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Lead, motivate, and develop a high performing group of Team Captains within a time-sensitive and demanding environment to deliver on high-quality.
- Owning your team's performance, discipline, and behavior while planning continuous improvement actions.
- Evaluate the team's work quality to provide clear goals and personalized improvement plans.
- Utilizing analysis tools in order to interpret data.
- Maintains composure and professionalism with customers, clients, and colleagues.
- Guide enforcement of policies, including attendance; create and distribute reports to TC´s, provide Senior Leadership with daily team’s performance; escalate issues to Senior Leadership as necessary.
Who we're looking for:
- Previous experience in the call center industry. (Is a plus)
- Proven People management (at least 1 year managing a large team).
- Positive attitude and adaptability over change. The unpredictability of the business means constant and important changes at all levels
- Communicates and connects assertively
- Openness and transparency to inspire the rest of the team
- Empathetic to be able to put himself into his staff’s shoes
- Exceptional written and verbal communication skills
- Full Proficiency in English is required
- Proficiency in Excel / Spreadsheets and/or report making
- Outstanding Time Management Skills
- Maintain a positive, can-do attitude and encourage others to do the same
- Leadership profile. Hands-on-deck attitude and leading-by-example