Key responsibilities:

Ensure the management and delivery of all program metrics while driving his/her team’s performance, development, engagement and retention plans. The Operations Manager will lead the daily embodiment of our Company’s Values and strive to exemplify a best effort collaborative approach in all matters relating to his/her role and those projects assigned beyond his/her regular scope of responsibilities. 

Mandatory Requirements:

• Minimum 2 years of proven experience in a Staff Position (Supervisory Role)

• Minimum 2 years of experience working in the BPO industry

• Schedule flexibility 

• Able to work on-site

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Leadership competencies: 

• Providing leadership

• Leading change

• Building effective team

• Managing stakeholders

Functional competencies:

• English - C1 - Required

  • Oral and written comprehension.

  • Appropriate use of language.

• Google Workspace Spreadsheets and Microsoft Excel Knowledge

• Preparation and presentation of advanced graphics

• Excel Advanced

• Monitoring Techniques - Advanced

• Customer Service - Advanced

• Quality Processes - Advanced

• Performance Evaluations - Advanced

• Knowledge of Call Center Operations - Advanced

• Strategic Planning - Advanced

• VISTRA Product Knowledge - Desirable

Qualifications:

• University degree in Business Administration, Industrial Engineering, Economics or related careers - Desirable

• Summit and Basecamp certifications - Desirable 

• Proven experience in personnel management - Required