Call center operation manager
Aviso de fuente externaen Consultores de Productividad
Call center operations manager at Consultores de Productividad in Santiago de los Caballeros. Coordinate teams, monitor KPIs, and improve operations.
1 candidato se postuló a esta vacante.
Salario
No especificado
Ubicación
Santiago de los Caballeros, República Dominicana
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Call center operation manager
Santiago de los Caballeros, República Dominicana
Descripción del empleo
About the role
Consultores de Productividad is seeking a call center operations manager to coordinate and oversee daily operations and help meet service and productivity goals.
This is a full-time position in Santiago de los Caballeros, Dominican Republic.
Responsibilities
- Manage call center agent teams and organize work schedules.
- Monitor key performance indicators (KPIs) and prepare performance reports for management.
- Define, improve, and optimize operational processes, implement quality best practices, and support a positive experience for clients and team members.
- Collaborate with other departments to align call center operations with the company’s business needs and objectives.
Requirements
- Experience supervising call center staff, motivating teams, and managing employee performance.
- Ability to design, document, and optimize processes, monitor KPIs, and meet performance targets.
- Ability to analyze operational data and trends, identify improvement areas, and develop action plans.
- Strong communication, conflict-resolution, and customer service skills.
- A bachelor’s degree or relevant academic background in business administration, industrial engineering, operations management, or a related field is preferred.
- Proficiency in Microsoft Office or similar tools, and experience with call center platforms and systems.
- Ability to work under pressure, strong organizational skills, a results-oriented mindset, and adaptability in a dynamic environment.
Datos clave
- Full-time position in Santiago de los Caballeros, Dominican Republic.
- Responsibilities include managing agent teams, schedules, KPIs, reports, and operational processes.
- A bachelor’s degree or relevant academic background is preferred.
Preguntas frecuentes
What does the role involve?
It involves coordinating and overseeing daily call center operations, managing teams, monitoring KPIs, and improving processes.
What qualifications are preferred?
A bachelor’s degree or relevant academic background in business administration, industrial engineering, operations management, or a related field is preferred.
What skills are required?
The listing calls for team leadership, process management, analytical and decision-making skills, communication and customer service skills, and proficiency with productivity tools and call center systems.