Atento SA de CV Hiring for Operations Manager Job at Miramar, FL Full Time

Atento is looking for a highly energetic and collaborative Operations Manager. This role will report into the Site Director or as designated by the Director of Service Delivery.

Candidate should have Excellent written and verbal communication skills and ability to liaise with client organizations and multiple stakeholders to be successful in this role.

The primary objective of The Operations Manager is to implement policies and procedures to foster an environment of excellence in servicing our customers. This includes leading and managing a team of Team Leaders, interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery.

Responsibilities will include:

• Prepares call center performance reports by collecting and analyzing call agents’ data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Monitors team performance and provide tools if necessary.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual call center action plans and objectives.

Minimum Qualifications and Skills:

• Excellent understanding of technology, software applications, and phone and computer systems
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to quickly analyze a situation and devise a plan of correction
• Ability to remain calm and in control of a situation

Education and Experience Requirements:

• Bachelor’s degree or a combination of education and experience
• 5 years’ experience working in a call center
• A successfully completed management course is a plus

Atento is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Salary: $52,000.00 – $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Bachelor’s (Preferred)

Experience:

• Management: 5 years (Preferred)
• Call center management: 5 years (Preferred)

Work Location: One location