Empleos actuales relacionados con Resolution Center Manager - San José - MSD

  • Customer Success Manager

    hace 2 semanas

    San José, Costa Rica Cisco Systems A tiempo completo

    The Cisco Contact Center Business Unit is a global leader in contact center solutions. Our software portfolio enables businesses to provide world class customer care to their customer base. The contact center industry is currently going to through several major transformations: rapid transition from premises solutions to cloud-delivered solutions, and...

  • Amazon Vision Operations Center Group Manager

    hace 2 semanas

    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor's degree related to Business Administration, Engineering industries. - 5+ years of experience as Front-line Manager/Lead in corporate environments [and/or] 2+ years of experience as Group Manager leading and developing front-line managers - 2+ years of experience in internal and external stakeholder, performance and escalation management. - Advanced...

  • Account/service Delivery Manager

    hace 2 días

    San José, Costa Rica DXC Technology A tiempo completo

    We are seeking an experienced **Service Delivery Manager** to join our team. As a Service Delivery Manager, you will play a crucial role in ensuring the seamless delivery of our IT services to clients and maintaining exceptional client satisfaction. You will collaborate closely with internal IT teams, manage escalations, oversee data center operations, and...

  • Senior Manager Call Center

    hace 2 semanas

    San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

    **About Us** We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by...

  • IT Project Manager

    hace 2 semanas

    San José, San José, Costa Rica Emerson Career Site A tiempo completo

    We are seeking an IT Project Manager to join or team and work in a global fast-paced environment supporting Information Technology (IT) for a Fortune 500 company. The successful incumbent will work under the mentorship of the Portfolio Execution Manager and Program Manager to advance strategic projects within the enterprise. The Project Manager will be...

  • IT Project Manager

    hace 2 semanas

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

    Job DescriptionWe are seeking anIT Project Managerto join or team and work in a global fast-paced environment supporting Information Technology (IT) for a Fortune 500 company.The successful incumbent will work under the mentorship of the Portfolio Execution Manager and Program Manager to advance strategic projects within the enterprise. The Project Manager...

  • Network Operations Center Technician I

    hace 3 días

    San José, Costa Rica Syniverse A tiempo completo

    Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight...

  • Call Center Agent- Bilingual

    hace 5 días

    San José, Costa Rica ClinicGrower A tiempo completo

    ClinicGrower is a leading digital marketing agency that works specifically with medical and dental practices in order to connect them with new patients in their community and generate leads, appointments, and sales. We are a vital part of their overall business. We deliver results and help grow these practices to new levels. Thanks to our great work, we...

  • IT PMO Project Manager

    hace 1 semana

    San José, Costa Rica Emerson A tiempo completo

    **Principle functional responsibilities** - Adheres to Project Management standard processes established by the Program Management Office (PMO) - Follows the Emerson-established Project Delivery Guide. - Collaborates with peers for identification of continuous improvement opportunities within project management - Assesses projects to establish suitable...

  • Security Operations Center

    hace 1 semana

    San José, San José Province, Costa Rica Cross Borders Talents A tiempo completo

    As a SOC Analyst, you'll play a vital role in supporting the Senior Program Manager in overseeing program performance. This dynamic position involves contributing to the technical delivery necessary for establishing an interim vSOC (Virtual Security Operations Center) and subsequently, a permanent national SOC in Costa Rica. You'll be a hands-on technical...

Resolution Center Manager

hace 2 semanas

San José, Costa Rica MSD A tiempo completo

**Resolution Center Manager Job Description**

We are looking for a skilled StS (Source to Settle) Resolution Center Manager who can lead our representatives to better performance and improve service quality

The StS Resolution Center Manager will assist in establishing team objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze data, and focus on improving performance and processes to provide a better support to our customers.

The manager will be accountable for the management and support delivery of the queries received through the ticket system and phone calls from stakeholders and vendors for the Americas region.

The role should operate with a full sense of responsibility for the StS resolution center team, which includes operational performance, people management, development, customer service excellence, and process compliance requirements. This position demands an exceptional communication, interpersonal, and customer service skills as well as high analytical skills to understand the large flow of data and the different variables impacting the operation to take quick and effective decisions.

The Resolution Center Manager will be also responsible to manage the Resolution Center projects portfolio, initiatives related to productivity, process improvement projects, implementations of new companies under BSC scope, also to perform reviews of the quality and timely queries performed by the local market, stakeholders, and vendors.

The Resolution Center Manager must constantly interact with other StS team, local markets, Global teams, other BSC business areas (AtR, FP&A, OTC, etc), and GPO organizations.

**Responsibilities**
- Hiring, training, coaching, and leading Resolution Center representatives as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the cases that representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
- Facilitate monthly sessions with each member to discuss feedback, development, people management topics.
- Together with the supervisor to manage the workload distribution and capacity, metrics calculation, reporting Service Level Agreements, and the delivery of on-time tasks assigned to the team.
- Preparing reports and analyzing Resolution center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Responsible for the Resolution Center performance (Internal KPIs, Quality and Customer Satisfaction) ensuring all staff members are achieving desired service levels and taking corrective action, as needed
- To be accountable of managing the relationship with our BPO (third party), providing them with feedback of issues arise and to make sure that corrective actions were performed to avoid issue recurrency.
- Attend operational review meetings with stakeholders to discuss performance and feedback.
- Define and execute StS Resolution Center portfolio (including productivity, implementations, requirements, etc).
- Support escalation, requests or concerns raised by vendors or internal business partners, assisting the Operation on the resolution of these when required.
- Change Management & proper and timely communications.
- Identify and mitigate any issue raised in the operation with high sense of urgency. Perform Root-Cause Analysis, when needed to identify and implement improvements opportunities to make the process more efficient.
- Make sure all the documentation related to support the resolution center operation is updated: QRG, one pager, help guides, job aids, etc.
- Ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity.
- Act as primary responsible for controls execution and serve as a role model for Resolution Center team members.

**Required Skills**:
Soft Skills
- Outstanding Customer service
- Effective communication
- Empower others
- Employee Monitoring and Training
- Problem-solving
- Analytical
- Emotional Intelligence
- Continuous improvement mindset
- Strong decision making and meeting facilitation skills.
- Strong understanding of the StS operational model.
- Adaptability and flexibility to manage deadline pressure, ambiguity, and change.
- Demonstrated ability to take initiative, leading by example, and achieve extraordinary results.
- Functional knowledge of procurement, accounts payable, master data, customer service and governance models.
- Project management
- Excel proficiency
**Qualifications & Experience**
- Education_
- BS/BA degree in Business Administration, Engineer or Finance
- Master (preferred)
- Experience_
- 5+ years of Source t