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Requirements:
• Bachelor’s degree or equivalent diploma.• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in afast-paced environment, able to deal with rapid change and ambiguity.• 8 years of experience in operations, preferably in BPO/ITES industry• 5 years of people management experience, including managing team leaders, and a strong desire to developteam members.• Empathy for the Social community platform users and passion to create an exceptional user experience andprovide outstanding support.• Significant experience in a complex fast paced environment.• Excellent written and verbal communication skills
Preferred Requirements:
• Having high cultural awareness of political and social situations is a plus!• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)• Build a positive relation with Client to create new business opportunities.• Identify potential risks and opportunities for improvement in the process and suggest solutions
Responsibilities:
• Manage the overall performance and governance of the Statements of Work (together with Vendor AccountManagement / Business Development).• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation ofpreventative measures.Transition management during set up phase or expansion phases.• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service deliveryprocesses and Service Levelreporting mechanisms.• Provide exceptional people management, mentorship, and career development to members of your team,including managers and Agents, achieve low attrition levels and high employeeengagement.• Drive Operations teams to deliver continuous improvement and productivity/quality gains.• Flag and escalate business risks timely to the Client teams.
Full Time
Business Services
$94k-130k (estimate)
06/27/2024
07/28/2024
youarehired.mx
BRISTOL
15,000 - 50,000
1987
KARL WISE
$200M - $500M
Business Services
The following is the career advancement route for Contact Center Manager positions, which can be used as a reference in future career path planning. As a Contact Center Manager, it can be promoted into senior positions as a Contact Center Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Contact Center Manager. You can explore the career advancement for a Contact Center Manager below and select your interested title to get hiring information.