**Role Summary**
As the Senior Call Center Manager, you will oversee a team of 30 to 60 team members, ensuring high-quality customer service and operational efficiency. You will be responsible for managing performance, coaching team members, and driving continuous improvement initiatives. Your bilingual skills will play a crucial role in enhancing communication with both our team and customers.
**Key Responsibilities**
- Lead and manage a large call center team, fostering a positive and high-performing work environment.
- Develop, implement, and optimize call center strategies to improve service quality and operational efficiency.
- Monitor team performance metrics, providing coaching and feedback to drive results.
- Collaborate with cross-functional teams to deliver seamless customer experiences.
- Handle escalated issues, resolving customer and team member concerns effectively.
- Analyze call center data to identify trends and areas for improvement.
- Ensure compliance with company policies and industry regulations.
- Facilitate regular team meetings and provide ongoing communication regarding objectives and feedback.
- Maintain a culture of continuous improvement, encouraging team innovation and engagement.
**Qualifications**
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- 5 to 10 years of experience in call center operations, with a proven track record in a managerial role.
- Fluency in both Spanish and English (written and spoken) is required.
- Strong leadership and team-building skills, with the ability to motivate a diverse workforce.
- Excellent analytical and problem-solving abilities.
- Proficient in call center technology and CRM systems.
- Exceptional communication and interpersonal skills.
- Ability to thrive in a fast-paced environment and manage multiple priorities.
**Job Types**: Full-time, Permanent
Pay: $1.00 - $2.00 per month
**Education**:
- Bachelor's (preferred)
**Experience**:
- Call center : 5 years (preferred)
**Language**:
- English 90% (required)
Work Location: In person