Contact Center Operations Manager

Contact Center Operation Manager responsibles all day-to-day activities all of LOB Contact Center Operations (Customer Care, Validation, Inbound-outbound, and Content Moderation). Maintain Contact Centre excellence during every customer interaction.

Responsibilities

• Supervising day to day operations in the Contact Center LOB
• Promotes and coordinates communication between all departments
• Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency
• Maintain metrics and analyze data to assess performance and implement improvements hiring, coaching, and provide training to the Agents to maintain high Contact Center standards
• Establish and maintain a positive work environment, which sustains an exceptionally high level of team member morale
• Meet all Key Performance Metrics established

Qualifications

• Excellent presentation skills
• Excellent problem solving/resolution skills
• 3 years of Contact Center leadership, preferred Ability to take initiative and work independently
• Mastering Microsoft Office & CRM tools
• Able to work in a tight and organized schedule
• Good command of english
• Professional, proactive, positive and can-do attitude
• Self-motivated, well organized, detail oriented
• Diploma/Bachelor's degree in any field