Senior Manager Operations

Descripción de la oferta

ABOUT US

We are a multinational technology company with a strong presence across Asia, the United States, and now Mexico, specializing in customer support solutions for Call Centers within the Business Process Outsourcing (BPO) industry. As an industry leader, we are committed to driving innovation, operational excellence, and an outstanding employee experience across all our locations.



Job Title:

Senior Manager Operations, Reporting to Country General Director

Job Summary

We are seeking an experienced Senior Call Center Manager to oversee the day-to-day operations of our contact center, leading a dynamic team to deliver exceptional customer experiences across multiple campaigns, with a strong focus on collections. This role requires a results-driven leader with the ability to effectively manage diverse programs including collections, customer service, and technical support.


Responsibilities



Lead and supervise call center supervisors, ensuring all agents deliver high-quality service and consistently meet key performance indicators (KPIs).

Drive productivity and departmental efficiency through smart workforce allocation, process improvements, and the effective use of technology.

Oversee and optimize multi-campaign operations, with a particular emphasis on collections performance, ensuring recovery targets and compliance standards are met.

Collect, analyze, and report call center data such as costs, customer satisfaction ratings, and campaign performance metrics.

Establish and communicate goals for daily operations in collaboration with senior leadership and cross-functional teams.

Monitor and manage departmental budgets and financial targets, including collections revenue objectives.

Prepare and deliver performance reports and operational updates to senior management.

Hire, train, and motivate staff to maintain best-in-class service standards across all lines of business.

Regularly review employee performance using KPIs such as call handling time, collections effectiveness, and customer satisfaction scores.


Requirements



Bachelor’s degree or higher.



5+ years of leadership experience in a call center environment, preferably managing multi-campaign operations with a strong focus on collections.



8+ years of experience in customer service, collections, or related fields.



Proven ability to manage diverse teams supporting collections, customer service, and technical support campaigns.



Strong financial acumen and experience managing budgets and collections targets.



Excellent communication, interpersonal, and relationship-building skills.



Highly organized and able to work effectively under pressure in a fast-paced environment.



Demonstrated leadership and coaching capabilities to drive team engagement and performance.



Proficient in the use of relevant technology, including computer applications, call center software, and telephony systems.

Requerimientos

• Educación mínima: Educación superior - Licenciatura
• 8 años de experiencia
• Idiomas: Inglés
• Edad: A partir de 36 años
• Conocimientos: Calidad, Administración de sistemas
• Licencias de conducir: A
• Disponibilidad de viajar: Si

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: senior, sr, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, operaciones

12 de noviembre (actualizada)

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