Call Center Manager Belize

As a Call Center manager, you should be responsible for leading and managing daily operations and human resources to achieve business goals and maximize profitability. Also, ensure the efficient operation of each country/product, achieve KPIs targets, develop strategies, monitor market trends and competition, resolve customer complaints, keep internal human resource motivated and focus on their daily tasks.Responsabilidades1.      Establish the strategy for the development of contact center, being aware of new practices and technologies, ensuring that we obtain and maintain recognition for the quality of customer service.2.      Planning, evaluating, and optimizing operations to be efficient and cost-effective.3.      Manage the daily performance of Contact Center Operations to offer best-in-class service, meeting or exceeding all KPIs.4.      Lead, inspire and coordinate the contact center management team to all the levels to create motivated and committed colleagues.5.      Mentoring employees and suggesting training programme6.      Be responsible for customer service processes, supporting new action plans to reduce complaints to get better customer’s experience and learning from the benchmark in each of the countries.7.      Create incentive plans to keep motivated the agents and reduced the attrition8.      Preparing and presenting monthly reports of operations and finances.9.      Improve the quality of customer interactions, ensuring quality assurance, Legal, regulatory and compliance obligations are met in all interactions.Requisitos1.      High school diploma.2.      University degree in engineering/economics or related fields.3.      More than 1 year of management and leadership experience4.      Proficiency in Microsoft office, CRM systems and project management tools.5.      Report analysis, results measurement and knowledge skills creating action plans to improve results.6.      Must live in Belmopan.7.      Some Spanish knowledge. (optional)