Senior Call Center Manager

hace 2 semanas

San José, San José, Costa Rica Transperfect A tiempo completo

About Us

We're a global team of professionals dedicated to delivering exceptional services at the highest level.

Our Costa Rica office is an integral part of our operations, and we're seeking an experienced Senior Call Center Manager to oversee the day-to-day management of our call center. This role interfaces with various departments, including Workforce Management, Training, Information Technology, and Quality teams, ensuring all resources are in place to deliver outstanding service.

Main Responsibilities

  • Leadership: Lead a high-performing team of supervisors and interpreters to meet productivity, quality, and customer satisfaction objectives.
  • Performance Evaluation: Monitor and evaluate team performance based on Key Performance Indicators (KPIs), providing ongoing feedback and developing competencies in front-line managers.
  • Process Improvement: Identify and implement process improvements to drive performance, enhancing overall efficiency and effectiveness.
  • Communication: Communicate effectively with the Contact Center Director and other stakeholders, assisting with phone issues, delays, or service interruptions.
  • Collaboration: Participate in resolving client issues with various departments, fostering strong relationships and a collaborative work environment.

Requirements

  • Leadership Skills: Proven ability to lead, direct, and motivate others, driving results-oriented teams.
  • Problem-Solving: Strong multi-tasking and problem-solving skills under pressure, with a focus on conflict management, team-building, and motivational techniques.
  • Effective Communication: Excellent written, oral, and presentation communication skills, with a strong understanding of KPIs and process improvement methodologies.
  • Experience: At least 5 years of call center leadership experience, preferably with a bachelor's degree or equivalent experience.

What We Offer

  • Competitive Salary: A salary of approximately $60,000-$80,000 per year, commensurate with experience.
  • Benefits: Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • Professional Growth: Opportunities for professional development and growth within a dynamic and supportive organization.

Location

Our office is located in Edificio Aerocentro, Alajuela, Costa Rica, offering a great work-life balance in a vibrant and culturally rich environment.

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