Gerente de Call Center

Job Summary:

We are seeking an experienced and motivated Call Center Manager to lead our customer service team in a dynamic and rapidly growing environment. The Call Center Manager will be responsible for the day-to-day management of the call center operations, including supervising staff, administering processes and procedures, and implementing strategies to improve customer satisfaction and operational efficiency.

Primary Responsibilities:

• Lead and supervise a team of customer service representatives and problem-resolution specialists to ensure high-quality service and exceptional customer experience.
• Develop and implement strategies to improve customer satisfaction, reduce staff turnover, and increase operational efficiency.
• Administer call center processes and procedures, including creating and updating procedure guides and policies.
• Analyze key performance indicators (KPIs) and use this information to make informed decisions and improve team performance.
• Collaborate with other departments to develop and implement initiatives that improve customer experience and operational efficiency.
• Supervise and evaluate agent performance, providing constructive feedback and opportunities for growth and development.
• Identify and address operational and personnel issues in a timely and effective manner.
• Meet call center goals and objectives and contribute to the company's overall strategy.

Requirements:

• Bachelor's degree in Business Administration, Human Resources Management, IT / industrial engineering or related field. 
• At least 3 years of experience managing a call center or in a similar role.
• Solid knowledge of call center best practices and customer service principles.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze data and make informed decisions.
• Experience managing teams and mentoring employees.
• Basic knowledge of call center technology and customer relationship management (CRM) tools.

Skills and Competencies:

• Team leadership and motivation
• Effective communication and interpersonal skills
• Analytical thinking and problem-solving
• Time management and task prioritization
• Flexibility and adaptability in a rapidly changing environment
• Commitment to customer satisfaction and service excellence

Job Offer:

• Competitive salary
• Health and life insurance benefits
• Opportunities for career growth and professional development
• A pleasant and collaborative work environment

What We Value:

• A culture of innovation and continuous improvement
• A commitment to customer satisfaction and service excellence
• A collaborative and supportive work environment
• Opportunities for professional growth and development
• A dynamic and rapidly growing organization