Gerencia de operaciones call center
Core
Managing daily operations for inbound/outbound omnichannel BPO campaigns to meet tactical and strategic objectives.
Role type
Senior operations manager (BPO call center)
Builds
Operational efficiency and KPI compliance for multiple client campaigns
Domain
BPO / Contact Center / Telecommunications
Required skills
Strategic and tactical planning, KPI/SLA monitoring, team leadership and development, budget management, workforce management coordination, root cause analysis, omnichannel CRM proficiency, advanced Excel, English (B2-C1)
Preferred skills
Experience with Avaya, Genesys, Salesforce, Zendesk
Responsibilities
Supervise daily performance of assigned campaigns, monitor and ensure key metrics (Service Level, AHT, FCR, NPS, CSAT, Adherence, Absenteeism, Attrition), lead and develop supervisors and analysts, collaborate on operational budget management, coordinate with Workforce Management for scheduling, identify operational deviations and execute corrective strategies
Seniority
Senior, hands-on IC