09 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 indeterminado
Salario: $55,000.00 - $65,000.00 al mes
Horario:
- Horario flexible
- Lunes a viernes
- Turno de 10 horas
Prestaciones:
- Descuento de empleados
- Descuentos y precios preferenciales
- Seguro de vida
Tipos de compensaciones:
- Bono de productividad
Educación:
- 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.