Contact Center Manager

Are you an experienced and dynamic leader with a passion for optimizing call center operations? Do you thrive in a fast-paced environment, driving efficiency and elevating customer satisfaction? If so, we want you to join our team!We're looking for a Contact Center Manager to lead our high-performing call center, ensuring seamless operations, exceptional service delivery, and continuous improvement. In this pivotal role, you'll be instrumental in shaping our customer experience and achieving operational excellence.What You'll Do:Develop and implement operational strategies to drive process improvements and innovation.Mentor and develop team members, fostering a culture of growth, learning, and excellence.Collaborate with cross-functional teams and external partners to optimize operations and enhance service delivery.Responsible for optimizing operations and providing superior service.Drive performance metrics and ensure alignment with business objectives.Communicate effectively with team members, stakeholders, and clients, providing clear direction and inspiration.Implement process automation to increase operational efficiency.Present results to assigned internal and external clients.Implement operational processes according to the needs of new internal or external clients assigned to the contact center.Managing budgets for expenses, investments, and new projects. Developing and leading personnel forecast, installed capacity, and resource models.What You'll Bring:Proven Leadership: 5+ years of progressive leadership experience in a high-volume call center environment, with at least 3 years in a management role.Operational Expertise: In-depth knowledge of call center technologies, systems, and best practicesAnalytical Acumen: Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.Problem-Solving Prowess: Excellent problem-solving abilities and a track record of successfully resolving complex operational issues.Communication Skills: Exceptional verbal and written communication skills, with the ability to effectively interact with all levels of the organization.Customer Focus: A strong commitment to delivering an outstanding customer experience.Adaptability: Ability to thrive in a dynamic, fast-paced environment and adapt to changing priorities.Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred).Why Join Us?We offer a competitive salary, comprehensive benefits, and a supportive work environment where your contributions are valued and recognized. You'll have the opportunity to make a significant impact, drive innovation, and grow your career with a leading organization.Ready to take on this exciting challenge?Apply today and help us continue to deliver exceptional service to our customers!Send your resume to: alejandra.reyes@cibushl.com