Contact Center Manager

DATAMARK, Inc. is seeking an experienced and dynamic Contact Center Manager to lead our BPO contact center operation. The ideal candidate will oversee all aspects of operations, ensuring that we deliver the highest level of customer service while achieving our organizational goals. The Contact Center Manager will be responsible for managing staff, optimizing processes, and implementing best practices to enhance overall performance.

Key responsibilities include developing and executing strategic plans, monitoring performance metrics, hiring and training new staff, and ensuring compliance with organizational standards and regulations. The Contact Center Manager will also collaborate closely with other departments to drive improvements and enhance the customer experience.

Requirements

• Bachelor's degree in business, management, or a related field.
• At least 2 years of experience in a contact center management role
• Proven track record of improving operational efficiency
• Intermediate to advances Excel skills
• Strong leadership, coaching, and motivational skills
• Excellent analytical, problem-solving, and decision-making abilities
• Exceptional communication and interpersonal skills
• Experience working directly with clients
• Familiarity with contact center technologies, software, and performance metrics
• Ability to work in a fast-paced environment and adapt to changing priorities
• Bilingual (Spanish/English)

Benefits

• All benefits required by law
• Life insurance
• Savings plan
• Paid training
• GMM - Gastos Medicos Mayores