Job Description
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Company Overview Our client, leader in the industrial equipment industry with more than 50 years of establishment in Puerto Rico and LATAM. You are looking for a Call Center Manager
Job Summary
The Call Center Manager is responsible for overseeing and managing the day-to-day operations of the call center, ensuring that customer service standards are consistently met, and that the team operates efficiently. The role involves managing call center staff, optimizing performance, handling customer escalations, and driving initiatives that improve the customer experience and operational efficiency.
Responsibilities and Duties - Meets operational objectives by communicating job expectations to program managers, reviewing compensation actions, enforcing policies and procedures.
- Ensures key performance indicators (KPIs), professional advances and career change for program managers and verify that they are achieved through training, feedback, delegation, evaluation and monitoring.
- Organizes the progress reports presented by the program managers to present the analyzed data to senior managers and clients.
- Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, root cause analysis and cost / benefit analysis.
- Ensures that the Operations Team complies with the financial objectives of the organization when estimating the requirements, preparing an annual projection of benefits; analyze variations and initiate corrective actions.
- It is linked to high level management and clients to develop, implement and manage operational standards and strategic plans to obtain the maximum benefit, increase productivity and reduce risks.
- Applies the action plans to establish technical specifications, production objectives, team productivity, quality of service and client standards by contributing with analyzed information for strategic plans and reviews of the organization.
- Analyze the projection of calls established by the client and create schedules that meet said projection in order to cover the customer's demand and generate benefits for the company.
- Send information on hours worked commissions and bonuses applicable to your work team of all levels in charge and compiled to the accounting department on the established dates.
- Updates work knowledge through continuing education for professional development through, but not limited to:
- Training Programs in Internal Management and Leadership
- Seminars and workshops of external agencies.
- Improves the credibility of the operational department by affirming the responsibility and commitment to attract new and different internal and external clients.
- Explore opportunities to add value to work achievements and boost employee compliance.
- Performs the duties and responsibilities related as assigned and requested by the immediate superior.
- Promote and model a style of work aligned with the principles and values central to the organization that fosters the optimal performance of the Program.
Education: - Bachelor's degree in Business Administration, Marketing, or related fields. Relevant certifications (e.g., Call Center Management) are a plus.
- Experience: 8+ years of experience in call center operations, with at least 4-5 years in a leadership or management role. Strong leadership and team management skills with the ability to motivate and inspire others.
- Knowledge and skills in the use of integrated software systems and Microsoft Office Programs.
- Able to communicate, read and write in English and Spanish.
Fulcro Talent Acquisition
Job Tags
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