Contact Center Manager
Core
Oversee the Guatemala City Command Center site, ensuring seamless operations, employee success, and high customer service levels for logistics and cargo tracking.
Role type
Senior operations manager (contact center)
Builds
24/7 Command Center coverage and operational processes for global logistics clients
Domain
Logistics / Supply Chain / Contact Center Operations
Required skills
Team leadership, project management, employee relations, financial accuracy, process optimization, performance management, scheduling, regulatory compliance, budget oversight, stakeholder communication
Preferred skills
Deep understanding of logistics network structure, ability to articulate mission and vision, passion for operational excellence, analytical skills, visual presentation skills, creative problem solving
Technologies
Cargo Signal technology, internal logistics systems
Responsibilities
Recruit, select, and onboard qualified team members; Develop and implement data-based performance metrics; Manage work schedules to ensure 24/7 coverage; Drive continuous improvement projects to enhance quality and profitability; Conduct timely reviews of P&L, payroll, and overtime; Maintain relationships with host districts and ensure policy compliance
Seniority
Senior, hands-on IC
