call center operation manager

SALARY DOP$130,000. VACANCY IN SANTIAGO.

As a Call Center Operations Manager at Consultores de Productividad, you will be responsible for coordinating and overseeing the daily operations of the call center to ensure service and productivity goals are consistently met.You will manage teams of call center agents, organize work schedules, monitor key performance indicators (KPIs), and prepare performance reports for management. You will also define, improve, and optimize operational processes, implement quality best practices, and ensure a positive experience for both clients and team members.Additionally, you will collaborate with other departments to align call center operations with the company’s overall business needs and objectives.This is a full-time, on-site position located in Santiago de los Caballeros, Dominican Republic.RequirementsTeam Management and Leadership: Proven experience supervising call center staff, motivating teams, and managing employee performance.Operations and Process Management: Ability to design, document, and optimize operational processes, monitor KPIs, and ensure performance targets are achieved.Analytical and Decision-Making Skills: Ability to work with operational data, analyze trends, identify areas for improvement, and develop effective action plans.Communication and Customer Service Skills: Strong communication abilities, conflict-resolution skills, and a customer-focused mindset.Education: Bachelor’s degree or relevant academic background in Business Administration, Industrial Engineering, Operations Management, or a related field is preferred.Technical Skills: Proficiency in Microsoft Office or similar productivity tools, as well as experience with call center platforms and systems.Additional Competencies: Ability to work under pressure, strong organizational skills, results-oriented mindset, and adaptability in a fast-paced and dynamic environment.

SALARY DOP$130,000. VACANCY IN SANTIAGO.