Operations Manager

4 semanas atrás

São Paulo, Estado de São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Role: Operations Manager-Contact Center

Location: Sao Paulo, Brazil. Work from office.

Office location: near Santo Amaro Station / Giovani Gronchi. Sao Paulo | Brazil – CENESP

Salary: BRL 10,000/month- BRL 12,000/month


The Operations Manager of a contact center oversees daily operations, manages staff, and ensures high-quality customer service while optimizing efficiency and performance metrics.


Key Responsibilities:

  • Oversee Daily Operations: Manage the overall operations of the contact center, ensuring that all processes run smoothly and efficiently.
  • Staff Management: Supervise, train, and mentor customer service representatives, providing feedback and coaching to improve performance.
  • Performance Monitoring: Analyze key performance indicators (KPIs) to assess the effectiveness of operations and implement strategies for improvement.
  • Customer Satisfaction: Ensure that customer service goals are met, focusing on enhancing the customer experience and resolving complex inquiries or complaints.
  • Budget Management: Manage the contact center budget, ensuring that resources are allocated effectively to meet operational needs.
  • Process Improvement: Develop and implement operational procedures to optimize efficiency and productivity within the contact center.
  • Technology Implementation: Drive the adoption of technology solutions to enhance contact center performance and streamline operations.
  • Collaboration: Work closely with other departments to ensure a seamless customer service experience and address any operational challenges.


Required Skills and Qualifications

  • Experience: 10-15 years of proven experience as a Contact Center Operations Manager or in a similar role within customer service.
  • Leadership Skills: Strong leadership and interpersonal skills to effectively manage and motivate a team.
  • Analytical Skills: Ability to analyze data and trends to make informed decisions and drive performance improvements.
  • Technical Proficiency: Familiarity with contact center technologies and software to manage operations effectively.
  • Problem-Solving Skills: Strong problem-solving abilities to address issues quickly and efficiently.


Work Environment:

The role typically requires working in an office environment, with the possibility of remote work depending on the organization’s policies. The Operations Manager may need to be available during peak hours to oversee operations and support staff.

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