Project Manager Call Center Operations en Ensitech

Join the #Ensiteam!

We are a company focused on custom software development and have been in the market for over 19 years. Ensitech is dedicated to finding highly specialized talent to work with large companies in the United States, Europe, and Canada.

We are looking for an experienced project manager with a strong background in managing call center operations, particularly in Latin America. This role will oversee the implementation and ongoing support of call centers, ensuring that all operations align with organizational goals and customer needs.

• Develop and implement call center policies to improve customer service and operational efficiency.
• Analyze call center performance data to identify areas for improvement.
• Hire, train, and manage call center agents and supervisors.
• Interact with customers to ensure their needs are met and resolve any issues.
• Develop and manage budgets, allocating resources efficiently for smooth operations.
• Collaborate with other departments to ensure organizational alignment and support.
• Oversee the implementation and use of Zoom products, including Call, Chat, Screen sharing, Breakout rooms, Virtual background, Waiting room, Filters, Spotlight, and Whiteboard.

• Extensive experience in managing call center operations.
• Familiarity with systems used in call center environments, including VOIP.
• Strong leadership and team management skills.
• Excellent analytical skills and the ability to make data-driven decisions.
• Fluent in English and Spanish, with excellent communication skills.
• Ability to work under pressure and manage multiple priorities.
• Strong English skills.

Bonus Points / Nice to have

• Retail industry.
• Atlassian Suite including JIRA and Confluence – very nice to have.

What do we offer?

• 100% remote opportunity.
• Competitive salary and benefits.
• Custom benefit package aligned to your experience and your needs.
• Working with foreign clients.