Call Center Operations Manager

hace 1 mes


Panamá, Panamá, Panamá iQor A tiempo completo

At iQor, we are seeking a skilled Call Center Operations Manager to lead our team and drive exceptional customer experiences. This is an excellent opportunity for a seasoned professional with a passion for call center operations to join our organization and contribute to our success.

Job Summary

The Call Center Operations Manager will be responsible for overseeing the daily activities of our call center staff, ensuring they have the necessary tools and training to deliver outstanding service to our customers. This includes assigning tasks, motivating and disciplining employees as needed, and assessing performance to identify areas for improvement.

This role requires a strong leader who can foster a positive work environment, promote collaboration among team members, and make informed decisions that align with our company's goals and objectives.

Responsibilities
  • Hiring, Training, and Development: The Call Center Operations Manager will be responsible for hiring, training, and developing high-performing call center representatives who can effectively respond to customer inquiries and resolve issues in a timely manner.
  • Performance Management: This role involves monitoring and evaluating agent performance, providing feedback and coaching opportunities, and taking corrective action when necessary to ensure employees meet or exceed performance standards.
  • Process Improvement: The Call Center Operations Manager will identify opportunities to streamline processes, reduce costs, and improve efficiency within the call center, implementing best practices and technologies to drive continuous improvement.
  • Customer Focus: As a key member of our customer-facing team, this individual will demonstrate a commitment to delivering exceptional customer service, anticipating and meeting customer needs, and resolving issues promptly and professionally.
  • Communication and Collaboration: Effective communication and collaboration with cross-functional teams, including sales, marketing, and IT, are essential for success in this role.
Requirements

To be successful in this role, you will need:

  • 3+ years of call center experience in collections/sales/customer service/technical support
  • 1+ year of supervisory experience
  • Strong leadership and management skills
  • Excellent communication and interpersonal skills
  • Able to analyze data, identify trends, and make informed decisions
Estimated Salary Range:

$65,000 - $85,000 per annum, depending on location and experience.

About iQor

iQor is a global business process outsourcing (BPO) provider dedicated to helping businesses succeed in today's fast-paced market. With a focus on innovation, quality, and customer satisfaction, we strive to deliver exceptional results and drive growth for our clients.



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