Senior Operations Manager (Contact Center), Santo Domingo

This Operations Manager will be working closely with our company leadership to ensure our team is energetic, efficient, growth oriented, and regulatory compliant. They will be the primary “point person” on hiring, training, setting expectations, motivating, developing and supervising operations.• Process Orientation: Capable of understanding, simplifying, communicating, and executing complex processes.
• Emotional Intelligence: The awareness and ability to maintain control of emotions, both one’s own and those of others.
• Communication: The ability to fully understand and make oneself understood verbally and in writing, both in English and Spanish.
• Leadership: Creating a measurable and accountable culture of performance, professionalism, and respect.
• Growth Oriented: Eager to always do better today than yesterday.
• Technology: Working familiarity with Contact Center reporting tools, telephone dialers, and other technology.
Experience
• At least 8 years of Contact Center experience
• At least 3 years in a Contact Center management role
• At least 1 year in which each of the following roles were a primary management responsibility:
• Supervision
• Training
• Quality Control
• Scheduling
• Assist in setting up efficient workflows
• Communicating responsibilities and expectations to staff
• Reviewing and evaluating employees’ daily tasks
• Holding employees accountable for their work and giving them positive/negative feedback and coaching
• Maintain consistent documentation of interactions with employees
• Consistently report to our company leadership routine operational metrics and any issues that could negatively or positively affect operational success
• Interfacing with other departments at our clients’ home offices to troubleshoot issues and ensure a seamless operation
• Maintain business and client confidentiality – Gestión, Alta Dirección

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