Operations Manager
On-siteManagua, Managua Department, Nicaragua
Job Summary
Establish and exceed client program service goals by managing call lists, analyzing data, and driving production and quality improvements. Lead a team of supervisors and contact center employees through coaching, mentorship, and performance appraisal development to enhance engagement and retention. Evaluate quality monitoring sessions and root causes of issues to ensure compliance with business policies and accurate performance metrics. Manage rewards programs, contribute to budget strategies, and partner with client services, HR, and IT to support overall contact center financial performance and operational efficiency.
Required Qualifications
- College degree or equivalent combinations of education or related experience
- 3 or more years' previous supervisory/management experience
- Strong knowledge of customer contact center operations and internal computer/operating systems
- Proficiency in MS Word & Excel with an emphasis on creation, design & maintenance of spreadsheets
- Demonstrated strong interpersonal and relationship building skills
- Leadership skills
- Strong verbal and written English communication skills
- Teamwork oriented with ability to relate to all levels of employees and clients and to manage a large number of employees in a fast-paced, dynamic environment
- Good reasoning abilities/analytical skills
- Sound judgment with ability to made decisions within scope of authority
- Deadline-oriented, time management skills
- Resourceful and well organized
- Excels under pressure
- Demonstrates maturity, initiative, confidence, and maintains confidential information
Desired Qualifications
- BPO experience
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