Operations manager

778546

¢ 1 a 1,5 millones CRC

Escazú

Publicado 14 Ago 2019

Call center

1 Vacante

Administración de Empresas


Sector de la vacante:
Servicios

Descripción general

Responsible for the management and leadership multiple Business units, ensuring that those programs achieve and exceed contractual goals and exceed customer satisfaction.
Key Qualifications:
Manage the relationships with the Client (included commitments like meetings, WBRs, MBR, QARs, calibrations, reporting and data deadlines, etc).
Accountable for achieve the programs’ metrics of service: KPI, reports, P&L, etc.
Verify the accuracy of the procedures in the programs. Including budget and finance control, product procedures, quality and CSAT control.
Develop reports of the staff performance, monthly reviews, and the presentation of the performance assessment to the Client and the execute leadership.
Provide feedback to the Operations Managers and Support Staff and notify of future situations to upper management: changes, visibility: keep them informed and motivated. Give coaching and development to the staff members.
Deliver a response or solution and a correct management of the critical situations and outages, especially if they are urgent.
Control of the metrics and the improvement plans if needed.
Administrate the payroll reports and the budget of the accounts to the finance department.

Requisitos para aplicar

Over 5 years of Operations Management experience in BPO Operations managing.
Advanced English Skills (85% or above).
Bachelor’s degree in Management or related.
Experience in multichannel Contact Center operation.
Excellent communication skills (oral and written).
Strong leadership and people management skills including team-building and conflict resolution and management.
Ability to delegate effectively, select, train and motivate others.

Datos complementarios

778546

Coordinador supervisor o especialista

Supervisor

Bachillerato universitario

Call center

5 años de experiencia

Contrato Indefinido

778546

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