Descripción de la Oferta

Senior Operations Manager

Senior - Applies advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish the requirements of this position.

Essential Duties & Responsibilities:

· Manage a group of Engagement Managers & Engagement Coaches ensuring to coach and develop important skills in all performance areas.
· Participates in call monitoring calibrations. Reviews calls being disputed and manages the service quality for assigned teams.
· Presents monthly achievement levels and goals to assigned team and coaches ensuring improvement & efficient productivity achieved.
· Responsible for communicating policy updates and company information through team meeting, pre-shift briefings and one-on-one development sessions.

Requirements

· 2-5 years experience in managerial position in the BPO Industry.
· High multitasking skills.
· Fluent in verbal and written English.
· Ability to work effectively in a team oriented.
· Ability to maintain high level of confidentiality.
· Solid communication skills.
· Effective listening skills.
· Demonstrated effective project management, presentation, negotiation and persuasion skills.
· Aptitude to identify and address opportunities of change.
· Problem identification and problem resolution skills.
· Ability to solve complex problems.
· Ability to think strategically & identify critical success factors.
· Ability to proactively develop and maintain solid business partnerships.

Additional Requirements

· Travel may be required to attend work related meetings.
· May be required to work a flexible schedule that will depend on business needs.
· Support and model the company values.

Experiencia Requerida

Educación Superior

Lenguajes