Descripción de la Oferta

Senior Operations Manager

Proven experience as a call center manager or similar position.
Advanced English. (Written and Spoken).
Experience in customer service is required.
Solid Understanding of reporting and budgeting procedures.
Knowledge of performance evaluation and customer service metrics.
Outstanding communication and interpersonal skills.
Excellent Organizational and leadership skills with a problem -solving ability.
Experience in basic financial analysis (cost-effectiveness, etc.).
Plan and monitor the day-to-day running of business to ensure smooth progress.
Evaluate overall performance by gathering, analyzing and interpreting data and metrics.
Planning and controlling change.
Manages different group side (Ex. 50 – 100).
Works directly with clients to scope and plan accounts.
Supervises Team Leaders and meets with them to ensure completion of customer metrics.
Evaluates reporting, provides direct feedback and guidance to Team Leaders on performance.
Prepares corrective action guidelines in case of failure to achieve objectives.
Monitors corrective action steps and makes adjustments where needed to ensure success.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Experiencia Requerida

Educación Superior

Lenguajes