Operations Manager - Csr

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Operations Manager - Csr


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Internet Brands in partnership with Intugo is currently seeking for a Customer Care Manager for our Hermosillo Call Center office. This position is responsible for managing a group of agents and reporting to the Sr. Manager of Customer Care.
? Manage agents
? Handle escalated customer calls
? Provide insight and reporting on core customer concerns
? Consistently evaluate effectiveness of team members through data analysis, shadowing calls, and reviewing customer feedback
? Deep customer empathy
? Able to have difficult conversations with customers
? Able to give/receive feedback
? Player/coach mentality
? 3 years of fast­paced call center and/or operations management experience, including hiring and training
? Bachelor degree preferred
? Experience managing managers in a high paced call center environment
? Strong ability to multitask and make appropriate decisions quickly
? High attention to detail and strong organization skills
? Excellent verbal and written communication
? Proficiency with Excel, Word, Outlook
? Bilingual ­English/Spanish is a MUST

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