Gerente De Operaciones

ABOUT USWe are a multinational technology company with a strong presence across Asia, the UnitedStates, and now Mexico, specializing in customer support solutions for Call Centers within theBusiness Process Outsourcing (BPO) industry.

As an industry leader, we are committed todriving innovation, operational excellence, and an outstanding employee experience across allour locations.Job Title : Senior Manager Operations, Reporting to Country General DirectorJob SummaryWe are seeking an experienced Senior Call Center Manager to oversee the day-to-dayoperations of our contact center, leading a dynamic team to deliver exceptional customerexperiences across multiple campaigns, with a strong focus on collections.

This role requires aresults-driven leader with the ability to effectively manage diverse programs includingcollections, customer service, and technical support.Responsibilities? Lead and supervise call center supervisors, ensuring all agents deliver high-quality service andconsistently meet key performance indicators (KPIs).

• ? Drive productivity and departmental efficiency through smart workforce allocation, processimprovements, and the effective use of technology.
• ? Oversee and optimize multi-campaign operations, with a particular emphasis on collectionsperformance, ensuring recovery targets and compliance standards are met.
• ? Collect, analyze, and report call center data such as costs, customer satisfaction ratings, andcampaign performance metrics.
• ? Establish and communicate goals for daily operations in collaboration with senior leadership andcross-functional teams.
• ? Monitor and manage departmental budgets and financial targets, including collections revenueobjectives.
• ? Prepare and deliver performance reports and operational updates to senior management? Hire, train, and motivate staff to maintain best-in-class service standards across all lines ofbusiness.
• ? Regularly review employee performance using KPIs such as call handling time, collectionseffectiveness, and customer satisfaction scores.Requirements? Bachelor's degree or higher.
• ? 5+ years of leadership experience in a call center environment, preferablymanaging multi-campaign operations with a strong focus on collections.
• ? 8+ years of experience in customer service, collections, or related fields.
• ? Proven ability to manage diverse teams supporting collections, customer service, andtechnical support campaigns.
• ? Strong financial acumen and experience managing budgets and collections targets.
• ? Excellent communication, interpersonal, and relationship-building skills.
• ? Highly organized and able to work effectively under pressure in a fast-pacedenvironment.
• ? Demonstrated leadership and coaching capabilities to drive team engagement andperformance.
• ? Proficient in the use of relevant technology, including computer applications, call centersoftware, and telephony systems.Tipo de puesto : Tiempo completo, Por periodo de pruebaDuración del contrato : 3 mesesSueldo : $9, $12,000.00 al mesLugar de trabajo : Empleo presencial