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