Trabajo de Call Center Operations Manager en Advancio, Baja California Norte - México

Call Center Operations Manager

Call Center Operations Manager.

 

We’re looking for a Call Center Operations Manager! We’re passionate about changing the world and are looking for a great Call Center Operations Manager to help us grow the department. 


You’ll be responsible for using our marketing automation platforms to manage multi-channel marketing campaigns and distribute content to the right audience at the right time. It’s like a good barista who makes very specialized drinks for specific customers, with the goal of turning them into repeat customers. In this role, you basically own the entire organic marketing funnel and be held responsible for its numbers.

 

You’ll be reporting to the Director of Operations. The position will be in charge of building the department from the ground up and have routine contact with all levels of employees, including production, management and support staff. Will at times have contact with client. Plans, assigns and directs the work of a team of 10-25 production associates. Responsible for the team’s performance and productivity.


Our ideal candidate thrives when being challenged and is enthusiastic about working in a fast-paced environment. Is people oriented and has strong attention to details. If you are eager to work with smart people to solve complex problems, then we are looking forward to hearing from you!


 

Duties & Responsibilities:


  • Monitors associates real-time productivity to achieve production and revenue goals.

  • Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.

  • Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.

  • Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.

  • Ensures associates adhere to company and client policies and standards.

  • Assists in the development of call scripts and call handling strategies to improve performance.

  • Tracks and reports the associates daily performance and productivity.

  • Develops cross-training and call-handling procedures.

  • Monitors and maintains work volume statistics.

  • Monitors associate’s calls to ensure employees are meeting demeanor, accuracy, and conformity to company and client policies.

  • Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.

  • Assists in determining work procedures, prepares work schedules, and expedites workflow.

  • Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.

  • Addresses and resolves employee grievances under company guidelines and with assistance from human resources.

  • Completes and presents associate’s annual performance appraisals.

  • Conducts job candidate interviews and makes hiring decisions with assistance from HR.


Important metrics:
  • Calls Answered per hour.

  • Average calls answered per rep.

  • Idle Time.

  • Average Call Duration.

  • Customer Satisfaction Rating.


Requirements: 

  • MUST HAVE proven experience leading a team in a fast-paced, high-volume and fluid call center environment.

  • Five (5) years of prior work experience as a manager in a service or sales call center.

  • Working knowledge of MS Excel, Outlook and Word.

  • Familiar with Customer Relationship Management (CRM) strategies.

  • Proficiency with the necessary technology, including phone systems.

  • Strong problem-solving and conflict resolution skills.

  • Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success.

  • Prepare reports and analyze customer service data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpasses any expectations put in place.

  • Creative thinker and problem solver.

  • Efficient organizational and time management skills.

  • Data-driven and research-oriented.

  • Perfect English.


We offer: 

  • Competitive salary.

  • Attractive commission scheme. 

  • Sick time off and paid vacations without waiting a year, along with Medical and Dental insurance.

  • Excellent company culture and fun monthly activities!

  • The opportunity to keep learning and growing inside the company.

  • Free coffee and weekly snacks.


How to apply:

  • Submit your CV thought our Advancio Careers page.