Logo-of-Support-services-group-hiring-for-jobs-in-México-on-GrabJobs

Operations Manager

icon briefcase Tipo de empleo : Tiempo completo

Número de solicitantes

 : 

000+

Click to reveal the number of candidates who applied for this job.

Descripción del trabajo - Operations Manager

SUPPORT SERVICES GROUP is a multinational CX Services company that provides Consulting, BPO, and Contact Center services, with a presence in more than 10 countries around the world.

We are seeking a skilled and motivated Operations Manager to lead our team in preserving and enhancing customer relationships.

The Operations Manager will be responsible for leading and managing our call center operations. The successful candidate will be responsible for overseeing the daily operations, ensuring efficiency, and delivering exceptional customer service. The Operations Manager will play a key role in achieving organizational goals by implementing effective strategies, optimizing processes, and motivating a team of customer service team leads, assistant team leads and representatives.

Duties / Responsibilities:

  • Work closely with Client, Client Services, Director of Operations, Site Manager, cross-functional teams, and Supervisors to plan and develop scope, deliverables, required resources, work plan, and timing for new initiatives.
  • Oversee day-to-day call center operations to ensure smooth functioning and adherence to established processes and protocols.
  • Implement and optimize operational policies and procedures to enhance efficiency and service quality.
  • Utilize key performance indicators (KPIs) to monitor and evaluate the performance of the call center team.
  • Identify areas for improvement and implement strategies to enhance overall performance.
  • Allocate and manage program resources, including budget, personnel, and equipment, to ensure optimal utilization and efficiency.
  • Establish and maintain quality assurance standards to ensure consistent and high-quality service delivery.
  • Foster a customer-centric culture within the team to prioritize customer satisfaction.
  • Address customer escalations and work towards effective resolution of issues.
  • Identify, assess, and mitigate program risks and issues. Develop risk management strategies and contingency plans to minimize potential disruptions and optimize program outcomes.
  • Analyze call center data to identify trends, patterns, and areas for improvement.
  • Use data-driven insights to make informed decisions and drive operational excellence.
  • Manage program and Supervisors for optimal performance, coordinate and delegate cross-project initiatives.
  • Analyze, evaluate, overcome program challenges, and produce program reports for management and stakeholders.
  • Strategize, implement, and maintain program initiatives that adhere to organizational objectives.
  • Develop program assessment protocols for evaluation and improvement.
  • Maintain organizational standards of satisfaction, quality, and performance.
  • Makes recommendations to management to improve current processes and procedures.

Required Skills / Abilities:

  • Banking experience preferred.
  • Excellent listening, oral and written English communication skills (Apply with resume in English).
  • Schedule availability.
  • Several years of experience in a leadership or managerial role, preferably in a similar industry or site-specific environment.
  • Expert level or higher Customer Service and Sales skills.
  • High School Graduate/Equivalent in experience.
  • Strong interpersonal, coaching, and leadership skills.
  • Strong ability to follow direction and adhere to procedures.
  • Ability to multitask across several platforms.
  • Self-motivated with strong sense of urgency and solid work ethic.
  • Works well independently and in a team environment.
  • Exceptional leadership, time management, facilitation, and organizational skills
  • Detail oriented; strong analytical skills and able to prepare all required documents prior to client/company sessions.
  • Strong working knowledge of Microsoft Office; Excel, Word, and Power Point.
  • Proven ability to communicate effectively and professionally with clients on performance calls.
  • Ability to communicate effectively and efficiently despite the audience.

Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

Original job Operations Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
icon no cv required No es necesario CV icon fast interview Entrevista rápida por Chat

Comparta este trabajo con sus amigos

Similar Empleo en Mexico

🔎

People also search for

Get 10X More
Job Interviews

thunder iconAutomate Job Applications

Comparta este trabajo con sus amigos

GrabJobs es el portal de empleo nº 1 en Mexico, que te conecta con miles de empleos clave ¡rápidamente! Encuentra los mejores trabajos de en Mexico, ¡solicita en 1 clic y consigue un trabajo hoy mismo!

Aplicaciones móviles

Copyright © 2025 Grabjobs Pte.Ltd. All Rights Reserved.