Operations Manager – Call Center
Advensus · Distrito Nacional
Job description
About the role
We are looking for an Operations Manager to lead the daily activities of our call centre. The successful candidate will mentor staff, drive performance improvements and ensure high‑quality service delivery.
Key responsibilities
- Oversee day‑to‑day call centre operations and workflow efficiency.
- Manage, coach and develop call centre agents, including performance reviews.
- Design and implement strategies to improve key performance metrics.
- Monitor performance data, analyse trends and produce KPI reports.
- Maintain quality‑assurance programmes and ensure compliance.
- Handle escalated customer issues and resolve conflicts professionally.
Required profile
- Minimum 2 years of operations management experience in a call‑centre environment.
- Proven track record of managing and mentoring teams.
- Strong understanding of call‑centre metrics, KPIs and quality‑assurance processes.
- Excellent communication, analytical and problem‑solving abilities.
Required skills
- Microsoft Excel
- Microsoft PowerPoint
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Published 3 weeks ago
Expires 1 month from now
25 views · 0 interested
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Advensus
Distrito Nacional
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