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Gerente de Operaciones Call Center - Inglés avanzado
Si el reclutador te contacta podrás conocer el sueldo
Teleperformance en
Sobre el empleo
Categoría: Atención a clientes - Call Center
Subcategoría: Call center
Educación mínima requerida: Universitario titulado
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
Desde casaBeneficios
- Prestaciones superiores a las de la ley
- Plan de carrera y crecimiento
- Atractivo esquema de bonos
Descripción
Resume
The business manager is the main point of operational contact with the client.
Key Responsibilities
· Prepare an annual tactical plan aligning the vision, strategy and priorities of TP and its clients, ensuring they have the necessary resources to satisfy the client's needs.
· Map the client's organizational structure and operations to identify business opportunities
· Act as primary point of contact for the client
· To prepare and execute the annual KSAT plan
· To coordinate internal departments (ITAL, HR, Training, QA, WFM, IT…) to align efforts towards meeting customer needs and expectations
· To define a strategy for managing the client's scorecard and vendor ranking
· Use and transmit the Six Sigma methodology to detect root causes and develop action plans aimed at achieving the client's KPIs.
· Ensure the implementation and execution of the basic operations and standards of Teleperformance
· Ensure compliance with customer expectations within established review cycles (WBR, MBR, QBR, YBR)
· Manage the operation to maximize productive time and optimize costs.
· create an income growth plan
· Monitor, control and improve operational metrics
· Monitor and report income and contribution margin deviations, presenting a correction plan
· Collaborate with the HR Business Partner in the development and execution of the ESAT, GPTW and employee retention improvement plan
· Promote the development plans of your work team (JUMP)
· Lead contract negotiations with clients
· Ensure compliance with information security policies (GECSPs)
Education and specific training
- Bachelor´s Degree or equivalent (required)
- Master´s Degree in Business Administration (desirable)
- US Visa (desirable)
- English level: B2 or +
Work Experience
- +3 years of experience in leadership positions
- +3 years of contact center experience
- Solid knowledge of metrics and administration (budget, systems, team management, client management)
Special certifications
- TOPS, BEST, AM y JUMP (required)
- LSS Yellow Belt certification (desirable)
- COPC Certification (desirable)
Technical skills
- Knowledge of contact center systems (AVAYA CMS or equivalent)
- Negotiation
- Quality tools and methodologies
- Statistics basic knowledge
- MS Office (Excel, Word, Power Point)
- Knowledge of Human Resources processes
At Teleperformance México,?consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is?free of discrimination?based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.
At Teleperformance?we celebrate and value diversity
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.
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