[X992] Call Centre Operations Manager

[X992] Call Centre Operations Manager

28 may
|
Bat
|
Monterrey

28 may

Bat

Monterrey

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GRADE: 35



JOB TITLE: Engagement Center / Operations Manager



EXTERNAL JOB TITLE: Engagement Center / Operations Manager



FUNCTION: GBS Marketing

SUB FUNCTION: Engagement Center



CITY & COUNTRY: Monterrey, Mexico



ROLE SUMMARY



What are the key objectives and expectations from this role?

Responsible for managing, monitoring, and supervising team leaders and agents’ team, to ensure engagement centre operational effectiveness



What is the direct impact of this role on the team or organization?



External -Engagement Center Suppliers:

Technology & Relevant suppliers



ACCOUNTABILITIES

Ensure the Team Leader & Supervisors comply with operational processes, reports generation, SLA and KPI’s. Engagement centre End-to-end process and owner. Accountable for End to End monthly and ad-hoc operational planning. Participation on GBS operational and cycle meetings. Manage and approve the incentive proposal for service agents. Contribute to the continuous improvement of the department through the development of technical and management skill. Provide direct coaching to the leadership team & ensuring the coaching models are implemented.

EXPERIENCE, SKILLS, KNOWLEDGE ESSENTIAL



The operation manager need to guarantee daily operation of engagement centre. Accountable for staffing, resourcing to ensure the: Cycle, Monthly weekly and daily activities are performed in time and in full. Guarantee the Processes and SOP´s are performed without interruption. Ensuring supervisors and Agents understand and execute their job to guarantee operational results.



Experience Required

Al least 3 years’ experience on call centre operational & team management position At least one migration experience of operation of contact centre service line Ensure the Team Leader & Supervisors comply with operational processes, reports generation, SLA and KPI’s Engagement Centre End-to-end process and owner Accountable for End to End monthly and ad-hoc operational planning Comply with the account KPIs and Team leader career development, manage agents team attrition, Schedule Adherence, AHT, Talk Time, Hold Time, Transfer Time Review and Lead enhancement of technical tool through the support of IDT Complete all reports assigned in the recurrence require

Education / Qualifications / Certifications Required

Bachelor Degree or equivalent Advanced English level Relevant Call centre customer service certification

BENEFICIAL

Salesforce Knowledge Excellence in operational planning and execution Strong KPI delivery track record

WE ARE BAT



At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

Global Top Employer with 53,000 BAT people across more than 180 markets Brands sold in over 200 markets, made in 44 factories in 42 countries Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations Diversity leader in the Financial Times and International Women’s Day Best Practice winner Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/17779147/x992-call-centre-operations-manager-monterrey/?utm_source=html

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