Contact Center Manager (Remote)

Contact Center Manager | Voxidea | Honduras

We are seeking an experienced and motivated Operations Manager to oversee our remote workforce in the BPO industry. The ideal candidate will have a strong background in BPO operations and call center management, with a proven track record of leading remote teams to success. As the Remote Operations Manager, you will be responsible for ensuring the efficiency, productivity, and quality of our remote operations while maintaining high levels of employee satisfaction and client satisfaction.

Key Responsibilities

:
Team Leadership and Coachin

g:Manage, mentor, and coach contact center agents to meet and exceed performance standard
s.Foster a positive, high-performance culture with continuous training and development for agent
s.Conduct regular performance evaluations and implement strategies for improvemen
t.Assist in the development of incentive programs to motivate agents and improve performance metric

s.Call Traffic & Workforce Managemen

t:Analyze call traffic trends and adjust agent schedules to meet demand, ensuring optimal staffing at all time
s.Implement tools and strategies for real-time traffic monitoring and report generatio
n.Create strategies for improving agent utilization, reducing idle time, and managing peak call period

s.Data Analysis & Decision Makin

g:Digest call analytics (call volume, average handling time, service level, etc.) and identify trends or issue
s.Use data to inform decisions on scheduling, workforce management, and operational improvement
s.Monitor and report on KPIs like customer satisfaction, first-call resolution, and call qualit
y.Collaborate with senior management on strategy and provide recommendations based on insight

s.Operational Improvemen

t:Identify opportunities for process improvement, cost reduction, and service enhancemen
t.Implement technologies and processes to improve efficiency and effectiveness, including automation where applicabl
e.Ensure adherence to compliance and quality standards across the contact cente
r.Stay up to date with industry trends to continuously improve operational efficiency and customer service strategie

s.Client & Stakeholder Managemen

t:Collaborate with key stakeholders to ensure that operational goals align with client expectation
s.Serve as the primary point of contact for escalated client issues and provide resolution strategie

s.Scheduling & Resource Allocatio

n:Ensure that agent resources are effectively allocated to meet forecasted call volumes and business goal
s.Recommend and implement changes in staff scheduling based on analysis of call patterns and trend

s.Reporting & Insight

s:Create detailed reports for management that summarize agent performance, call quality, traffic, and operational efficienc
y.Provide actionable insights based on data to drive operational improvements and business outcome

s.Training and Developmen

t:Create an ongoing training program to enhance agent proficiency and customer interaction qualit
y.Implement a quality assurance program to regularly monitor call quality and identify areas for improvemen

t.
Requireme

ntsProven experience managing a contact center or customer service te
am.Strong skills in workforce management, scheduling, and real-time traffic analys
is.Ability to analyze data and make data-driven decisio
ns.Excellent leadership, coaching, and mentoring skil
ls.Strong communication skills, with the ability to present insights and recommendations clearly to senior manageme
nt.Familiarity with contact center software, CRM systems, and call analytics too

ls.
Bene