The Operations Manager is responsible for leading the call center staff in efficiently and effectively carrying out their responsibilities. Responsible for identifying and implementing process improvements across the call center ensuring goals, KPIs and other measures are achieved. In charge of overseeing schedules and staffing needs; managing annual budgets and cost allocations, CRM implementations and day to day usage. This person will serve as the primary point of contact between El Salvador Operations and offshore Managers and will act as the primary liaison between epay and RIA.
Key Responsibilities:
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Work with Quality Assurance and Training department to ensure expectations are aligned.
- Ensure reporting, forecasting, and scheduling support SLAs.
- Achievement of intraday, daily, weekly, and monthly SLA targets
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Review and manage costs to meet and improve on agreed budgetary limits.
- Oversee company systems for customer interaction and voice response and control the implementation process.
- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.
- Collect, prepare, and analyze call center trends, KPIs, and data for regular performance reports.
- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Requirements
- Bachelor's degree in business administration or related fields
- Demonstrated experience in a role as a call center manager or an equivalent position.
- 8+ years’ experience in a similar role.
- Proficiency in English- Advanced.
- Able to manage large-scale operations.
- Experience in working with Work Force Management including areas such as reporting, forecasting, and scheduling.
- Proven Experience in process improvement/ Customer Focus, B2B/B2C, business relationship, hiring process.
- IVR & Call Center Technology, CRM and any other call center tool is a must.
- Experience in learning and development training coaching, performance reviews, follow up matrix disciplinary process.
- Proficient in MS Office and call center equipment/software programs.
- Excellent command in English and Spanish language both written and oral form
- Availability to travel abroad if required (American Visa is a plus)
- Solid understanding of IT service delivery strategies is a plus.
Benefits
- Life Insurance
- 50/50 Health insurance.
- Internal savings and Credits Association
- Tuition program
