Call Center Operations Manager

Job Description CALL CENTER OPERATIONS MANAGER U.S. Company relocating to Puerto Rico is looking for an experienced Call Center Operations Manager for its Puerto Rico operation. This position is a highly visible leadership position, responsible for developing, leading, and directing a team of Call Center Representatives to accomplish business goals. ESSENTIAL FUNCTIONS · Develop and supervise a team directing their activities toward the achievement of established key performance indicators. · Identify, monitor and measure key indicators, as developed in conjunction with management; which include targets, specific data and anticipated outcomes. · Identify, recommend and implement programs/initiatives for the improvement of contact and intake center processes through quality control measures and training. · Prepare, develop and conduct performance evaluations, make employment decisions, set performance goals and targets for each team member. · Perform duties professionally and contribute to a positive work environment. · Promote employee-focused culture that encourages employee satisfaction and engagement. · Other duties as agreed. MINIMUM REQUIREMENTS · Bachelor’s degree with a business focus or equivalent work experience preferred. · At least 5 years of call center experience and previous leadership experience preferred. · Excellent leadership and communication skills with an ability to manage a team and lead and influence others. · Detail-oriented with effective time management, organizational and problem-solving skills. · Ability to work independently (self-starter) and as a member of various teams or committees. · Knowledge and experience with Call Center technologies (ACD, IVR, CTI, WFM and other software tools) · Experience developing and managing budgets, expert financial acumen in supporting various business units · Excellent verbal, written and interpersonal skills · Ability to establish standards and best practices including developing policies, procedures, and workflows. · Ability to adjust to frequent changes in the volume of workload and adapt to business needs POSITION TYPE/WORK HOURS This is a full-time, salaried position, and hours of work and days may vary based on business needs.

Ciudad: san juan