Strategic Call Center Operations Director
hace 1 semana
At TransPerfect, we're more than just a job - we're a global community of passionate individuals who drive innovation and success in the world of language solutions.
The estimated annual salary for this role is $120,000-$150,000, depending on experience and qualifications. This figure is based on industry standards and the company's location in Costa Rica.
About Us
We're committed to providing equal employment opportunities to all individuals, regardless of their background or characteristics protected by law.
Job Description
As a Strategic Call Center Operations Director at TransPerfect, you'll play a key role in ensuring the day-to-day management of our call center operations runs smoothly. You'll be responsible for overseeing multiple programs, managing resources, and working closely with teams such as Workforce Management, Training, Information Technology, and Quality.
Your primary objectives will include:
- Ensuring service delivery, quality, and overall performance of contact center operations
- Managing Team Leaders/Supervisors to meet productivity, quality, and customer satisfaction objectives
- Maintaining ongoing feedback and evaluation of team performance based on key performance indicators (KPIs)
- Developing competencies required in front-line managers to create a fully engaged, highly skilled, and effective team
- Diligently tracking and monitoring team performance to ensure all company standards are met
- Performing regular one-on-one meetings with supervisors to review team performance and effectiveness
- Creating and implementing written performance improvement plans to ensure client expectations are met
- Identifying and implementing process improvements to drive performance
- Working collaboratively with various departments to resolve client issues
- Providing exceptional communication with clients when resolving escalated issues
- Maintaining a presence on the contact center floor and observing Team Supervisors interacting with employees
- Participating in WFM staffing, planning, forecasting, and performance reviews
- Contributing to weekly Manager's Meetings by sharing ideas, giving feedback, and suggesting improvements
Requirements and Qualifications
To succeed in this role, you'll need:
- A strong ability to lead, direct, and motivate others
- An exceptional capacity to multi-task and work under pressure
- Strong conflict management, team-building, and motivational skills
- Excellent communication skills, including written, oral, and presentation
- Familiarity with contact center tools, systems, reporting, and methodologies
- An understanding of KPIs and process improvement
- No less than 5 years of call center leadership experience
- Bachelor's degree or equivalent experience preferred
Location
This role is located in our Costa Rica office.
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