08 feb
Pentafon Contact Center & Bpo
Xico
**PENTAFON CONTACT CENTER****We are a Latin American company specialized in company/client relationships through Contact Center Operations, we operate contact centers and offer outsourced business services.
****Position**:- Operations Manager | Contact Center**Objective of the position**:- Ensure the profitability of the campaign through the execution of actions tending to generate greater added value through planning, organization, execution and control.
**Requirements**:- Administrative Economics Degree- Speak advanced English (Level C1)- 3+ years of proven experience in a similar role (US-based clients)- Previous experience managing teams of leaders - mentors in a BPO/CC environment.- Solid experience in customer satisfaction/CX methodologies (NPS, CSAT, FCR, etc.
)- Boost the performance and finances of multiple programs in parallel**Skills**:- Excellent verbal and written communication skills in English.- Strong problem solving skills- Highly performance oriented and results oriented.- Six sigma: COPC certification is a plus.- Strong Excel and proficient PowerPoint skills.
**Functions**:- Carry out the feasibility analysis of projects, participate in the design of proposals and give initial follow-up to clients- Follow up operational metrics on customers, KPIs, floor care, etc.- Actively participate in the workforce process (forecasting, staffing, scheduling, site occupancy, and traffic control).- Report and monitor the KPIs related to the measurement of quality and customer service.- Supervise the development, updating and compliance of policies and procedures in the area of customer service.- Validate and approve the developments and technical support that correspond to it, as well as monitor non-conformities- Follow up on performance evaluations, diagnosis/analysis,
monitoring and follow-up.- Participate in the evaluation of the operating regime, integration of project teams and the design of phases.- Prepare and provide reports to the General Management to facilitate decision making.
**We offer**:- Net base salary $55,000 to $65,000 depending on experience- Quarterly bonus achievable up to one month's salary- Law benefits (Life Insurance, Vacations, vacation bonus, Christmas bonus)- Life insurance- GMM Insurance- Saving Fund- Grocery vouchers- Emotional salary- Excellent work environment**Only if you meet the vacancy profile 100%!
**Tipo de puesto: Tiempo completo, Por tiempo indeterminadoSalario:
$55,000.00 - $65,000.00 al mesHorario:- Horario flexible- Lunes a viernes- Turno de 10 horasPrestaciones:- Descuento de empleados- Descuentos y precios preferenciales- Seguro de vidaTipos de compensaciones:- Bono de productividadEducación:- Licenciatura terminada (Deseable)Experiência:- Similar role: 3 años (Obligatorio)Idioma:- English level (C1) (Obligatorio)
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.