Manager de operaciones - Contact Center
Core
Strategic management of the Contact Center operation, ensuring KPI compliance, continuous improvement, and alignment with global business strategies.
Role type
Manager of Operations for Contact Center
Builds
Scalable and efficient contact center operations for a ride-hailing platform
Domain
Mobility technology / Customer Operations
Deliverable
production ML models
Required skills
Strategic planning, KPI management, process optimization, team leadership, data analysis, cost control, multi-channel service management, incident management, contingency planning
Preferred skills
Mixed account management (SAC, commercial, retention), AI and automation in operations, agent scheduling, root cause analysis
Technologies
Zendesk, Google Workspace (Sheets), AI tools
Responsibilities
Lead operations to ensure KPI compliance; Define and monitor improvement strategies; Analyze indicators for optimization; Ensure operational continuity; Manage and develop high-performance teams; Plan and optimize resource usage; Coordinate with local and global teams
Seniority
Manager, strategic leadership
