Call Center Senior Operations Manager - Insurance or financial accounts

Descripción de la oferta

BPO Senior Operations Manager
Location: Bogota, 100% on site (We wont accept candidates living out of Bogota)
Schedule: 42.5h, 2 days off, business hours, availability to work on weekends
Salary: Open to negotiate

Requirements:
-Experience: At least 5 yrs of experience in similar positions in call centers (BPOs), candidates from other industries will not be considered.
-Second Language proficiency: C1 English speaking level
-Strong Communication and Organizational Skills: Excellent at communicating effectively to various audiences and organizing work efficiently.
-Leadership and Management Abilities: Skilled in coaching, training, people management, and providing vision and direction.
-Project Implementation and Evaluation: Capable of implementing projects with professionalism, ensuring follow-through, and evaluating their effectiveness.
-Customer Service and Technical Knowledge: Demonstrates world-class customer service and has knowledge of LMS and MS Office applications.
Job Description:
This role involves advocating world-class customer experience by coaching and training front-liners on essential soft skills for excellent call handling. It also includes aligning with support members and leadership, assisting the CE Manager/AVP in training support members, and actively participating in CE projects.
Tasks and Responsibilities:
Advocating the CELEBRATIONS Program: Promoting the Customer Experience Program to all stakeholders, including new hires and potential clients.
Facilitating and Coordinating: Assisting the CE Manager/SAVP in overseeing the CELEBRATIONS program and its projects, conducting needs analysis, and developing training materials.
Training and Coaching: Regularly assessing and enhancing training programs, coaching CE Specialists and agents, and developing team skills.
Analyzing and Reporting: Tracking the effectiveness of the CE Program, handling conflicts, leveraging data for insights, and participating in governance meetings and business reviews.
Performing CE Specialist Tasks: Conducting interviews, facilitating training, auditing calls, and coaching agents to improve customer experience and quality scores.
Ensuring Compliance and Positive Environment: Adhering to company policies, ensuring confidentiality, and creating a supportive work environment

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 5 años de experiencia
• Edad: entre 18 y 50 años

Palabras clave: callcenter, teleoperador, telefonista, telephonist, telefonico, senior, sr, operaciones, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, aseguradora, seguros, financiero, financial

Hace 2 días

Acerca de EXL SERVICE COLOMBIA SAS

We’re experts in more than technology and advanced analytics; we’re experts in our clients’ industries and businesses. This enables us to look deeper to identify and capitalize on opportunities to outperform.

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