Customer Service Operations Director
hace 1 día
Job Summary
The Customer Service Operations Director is responsible for overseeing and managing the day-to-day operations of a call center, ensuring that customer service standards are consistently met, and that the team operates efficiently.
Key Responsibilities
- Manage call center staff and optimize performance to meet operational objectives
- Handle customer escalations and drive initiatives to improve the customer experience and operational efficiency
- Develop and implement operational strategies to meet business goals
- Ensure compliance with financial objectives and prepare annual projections of benefits
- Collaborate with high-level management and clients to develop and implement strategic plans
Requirements and Qualifications
- Bachelor's degree in Business Administration, Marketing, or related fields
- Relevant certifications (e.g., Call Center Management) are a plus
- 8+ years of experience in call center operations, with at least 4-5 years in a leadership or management role
- Strong leadership and team management skills with the ability to motivate and inspire others
- Knowledge and skills in the use of integrated software systems and Microsoft Office Programs
- Able to communicate, read and write in English and Spanish
What We Offer
- Opportunities for professional growth and development
- A dynamic and supportive work environment
- Competitive compensation and benefits package
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