Site Operations Leader
Há 4 dias
About the Role:
">The vendor management team is responsible for overseeing the day-to-day operational delivery in our network, under the global support operations organization. Our contact centers have hundreds of agents dedicated to providing world-class support for consumers, earners, and merchants.
">We're looking for someone who is passionate about customer service processes, can use expertise in performance management routines, and has a strong understanding of tactical projects to maintain state-of-the-art operations in our sites.
">Key Responsibilities:
">- ">
- Coordinate the implementation of action plans with our sites to improve performance metrics.">
- Implement and lead control mechanisms to monitor performance across different lines of business operating in our network.">
- Bring insights from the sites to be shared with stakeholders.">
- Support the implementation of tactical projects in our sites for performance improvement or to support new operations.">
Requirements:
">- ">
- 2+ years of experience in people management in contact centers (COE, BPO, GL, or equivalents).">
- Knowledge of performance monitoring frameworks or tools.">
- Experience implementing action plans in contact centers or equivalents.">
- English proficiency level B2 or above for business conversations.">
- Exceptional written and verbal communication skills.">
- Results-oriented mindset.">
- Motivational leadership skills.">
Preferred Qualifications:
">- ">
- Bachelor's degree.">
- Proficiency in Google suite.">
- KPI knowledge for contact centers.">
- Processes and procedures knowledge.">
- WFM understanding.">
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