Operations manager (contact center)


Salario confidencial CRC


Publicado 17 Ago 2018

Call center

1 Vacante

Administración de Empresas / Otras

Sector de la vacante:

Descripción general

Key Responsibilities / Activities
• Manage overall delivery of service: planning, execution and reporting
• Develop Operating model to deliver effectively and generate efficiencies across all supported functions.
• Proactively eliminate critical path road blocks to help ensure successful delivery. Take steps to proactively mitigate project risk.
• Prioritize & set expectations on key deliverables
• Manage relationships and coordinate work between different teams at various locations
• Mentor and provide guidance to project resources
• Track and report SLA/KPI’s of Shared Services team performance and lead process improvements
• Understand and meet customer expectations to ensure SLAs are green, manage day-to-day relationships with internal customers, resolution of escalations and take applicable and relevant actions on customer feedback.
• Demonstrates confidence and ease when presenting to mid-level client groups
• Responds effectively to client questions and consistently sets clear expectations for timing to complete requests.
• Establish rapport and maintain long-term relationships with client champion and executives
• Ensure tactical alignment with stated goals, objectives and strategy
• Strong independent decision-making, organizational, planning and problem-solving skills
• May take accountability for effectively handling senior-level escalations or customer complaints received via various sources
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• Share information required for the team to be successful

Requisitos para aplicar

Skills Requirements
• +5 years experience as a Manager in customer service industry.
• Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems.
• Client/Customer handling experience
• Excellent customer service skills
• Acts confidently in uncertain circumstances; works effectively in ambiguous situations
• Takes well thought-out action to achieve a specific impact
• Positive, energetic, enthusiastic attitude
• Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided.
• Must have: Excellent English communication skills (Written and Oral)

Datos complementarios




Bachillerato universitario

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