Senior Manager-Contact Center job opportunity at Datamark, Inc..

Home Jobs In Mexico Tag: Job Senior Manager-Contact Center position at Datamark, Inc.


Date2025-11-27T00:50:06.416Z bot
Datamark, Inc. Senior Manager-Contact Center
Experience: 5-years
Pattern: Full-time
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degreeBachelor's (B.A.)
loacation Chihuahua, Mexico
loacation Chihuahua....Mexico

DATAMARK, Inc. is looking for a dedicated and strategic Senior Manager for our Contact Center to lead our operations and drive continuous improvement in delivering exceptional customer service. The Senior Manager will be responsible for overseeing the contact center's overall performance, developing and implementing strategic initiatives, and ensuring that our teams are aligned with the company's goals and values. In this role, you will manage a sizable workforce, optimize workforce management, oversee operational standards, and ensure compliance with policies and procedures. Additionally, the Senior Manager will analyze performance metrics, leading initiatives to enhance efficiency and productivity while maintaining high service quality. The role requires strong leadership skills, a customer-focused mindset, and the ability to foster a positive and collaborative environment. Ket Responsibilities: Manages all production projects to meet or exceed all client Service Level Agreements, or other client contractual obligations, for the assigned projects Develops, implements and maintains budgets for assigned production projects Maintains and updates the production portion of the monthly operations metrics to the DATAMARK Executive Management Leads the design of workflow and production processes and is the final approval for those processes Determines the productivity standards in such a way that the financial goals of the projects assigned to them are met and creates bonus incentive plans for all production personnel designed to assist in meeting the productivity standards Creates and delivers presentations for both clients and Executive Management that accurately reflects the quality, productivity and financial performance of assigned projects Fosters and maintains an excellent customer relationship with DATAMARK customers in order to enhance customer satisfaction as well as service opportunities Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations. Responsible for creating and managing a mentoring/succession plan for the production department for their assigned projects which will enable them to continuously identify and develop our future production leaders and managers Bachelor's degree in business administration, management, or a related field preferred. Minimum of 5 years of contact center management experience, with a demonstrable background in leadership and operational excellence. Proven ability to lead teams effectively in a fast-paced environment. Strong analytical skills and the ability to make data-driven decisions. Excellent communication and interpersonal skills to interact with clients and employees. Bilingual Spanish/English Proficient in Microsoft Office Suite and operational management tools. Ability to manage change and work under pressure while maintaining high service standards. Knowledge of industry trends and best practices related to operations management.

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