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Customer Service Operations Manager
hace 2 días
At VoiceTeam, we foster a culture of care where employees feel valued and supported. Our dynamic work environment promotes professional growth, innovation, and collaboration.
Position Summary:
The Customer Service Operations Manager oversees daily operations, ensuring performance targets are met, and maintaining high service quality. This role involves supervising a team of customer service representatives, driving operational efficiency, and fostering a productive work environment.
Key Responsibilities:
- Lead and manage a team to ensure adherence to company policies and performance goals.
- Monitor and evaluate team performance based on key metrics such as CSAT, FCR, response time, and escalation rate.
- Conduct regular coaching, training, and performance reviews to enhance employee skills and engagement.
- Implement retention strategies to reduce attrition and improve employee satisfaction.
- Collaborate with Workforce Management to ensure proper staffing levels and schedule adherence.
- Identify operational challenges, conduct root cause analysis, and implement process improvements.
Qualifications & Requirements:
Education: Bachelor's Degree in Business Administration or related field. Additional certifications in leadership or management are an asset.
Experience:
Minimum 2 years of experience in a call center environment.
At least 1 year of experience in a leadership role (Team Lead, QA, or similar).
Strong proficiency in CRM tools, ticketing systems, and Microsoft Office (Excel, Word).
Familiarity with telecommunication, financial services, or utilities industries is an advantage.
English: Minimum B2 level (C1 preferred).
Spanish: Strong verbal and written communication skills.
Compensation & Benefits:
We offer a competitive salary, monthly bonuses based on team performance, and a comprehensive benefits package including meal allowance, childcare subsidy, fully paid supplementary insurance, full psychological assistance on site, and access to a cooperative savings plan.
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