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Job Details

Director Contact Centre Operations LATAM

Salary
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Location
Bogota, Colombia, Colombia

Posted on
Dec 01, 2022

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Contact Center Operations Leader Are you looking to broaden your professional experience? Would you like to join a dynamic and inclusive team? This opportunity is waiting for you!Aon is in the business of better decisionsAt Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organisation, we are united through trust as an inclusive and diverse team, and we are passionate about helping our colleagues and clients succeed.What a typical day will look likeThe Operations Leader, Contact Centre LatAm is a senior executive responsible for the management and delivery of end to end processes, platforms and ABS core capabilities to Contact Centre operations across the LatAm region.This person will lead all aspects of Contact Centre capabilities and services, ensuring the best outcomes for clients and colleagues.This person will work with both the business lines and the Aon Global Contact Center leaders to develop scaled and innovative client solutions in the context of the businesses they represent in LatAm. The accountabilities of the Operations Leader for LatAm are:Service delivery of LatAm contact centre locationsStrategy and function to driving standard processes and enable the various Contact Centre locations to drive better service to clients, efficient operations and high engagement from colleaguesDirect responsibility to ensure service level agreements (SLAs) with internal and external clients are met or exceededResponsible for LatAm Contact Center financials (expenses)Accountable for end to end process delivery across business and core servicesCollaborate with technology platform (NICE in Contact) leaders from an operationsRelationship management with business line leaders across the LatAm region as the key representativeThe main responsibilities of the Operations Leader for LatAm are:Responsible for the day- to- day management and delivery of overall ABS Contact Center performance for those businesses supportedLink with technology platform teams to ensure appropriate design, business continuity plans, and other IT-related tasks are deliveredEnsure effective implementation of all Aon process improvement and automation initiatives within the LatAm Contact CentresRepresent all businesses and solution lines to ensure effective delivery of services to clients and colleagues by the LatAm Contact CenterInterface between business line and contact center leadership ensuring that appropriate business expectations are communicated, documented, and reportedBuild transparency passionate about quality, revenue and cost efficiencyEngaged in business and GCC key update meetings to ensure alignment and proper representation of needsStays current on industry knowledge, policies, regulations, and legislation.Drives team performance to meet and exceed Key Performance Indicators, Service Level Agreements, and financial targetsIdentify, develop, and grow talent within the contact centerProvide leadership and management to coach, mentor, and develop the teamDrive engagement for direct and indirect reports: accountable for talent development across teams, succession planning and retentionParticipate in setting budget and leading headcount while handling costs for site including overtime and ensuring accurate recording of timeSkills and experience that will lead to successRequired Experience: 8 years of call center management experience. 10 years of people management experience, mentoring and using work through others. 5 years of insurance experience. Experience working and leading broader sales and service initiatives and projects that attain enterprise results. Validated breadth and depth of knowledge of insurance industry, including effective sales techniques and Medicare compliancePreferred Experience: 5 years of project management experienceEducation: University degree with required years of validated experience.Language: Must be proficient in Spanish and English. Portuguese is desired.How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Furthermore, our agile and inclusive environment allows you to own your wellbeing and work/life balance, ensuring you can be your best 'self' at Aon. In addition, all our colleagues enjoy two Global Wellbeing Days each year, encouraging you to take time out to focus on yourself. We offer a variety of work style solutions, but we also recognise that flexibility goes beyond the workplace... and we're all for it - we ****,qualifications:UNAVAILABLE,responsibilities:Contact Center Operations Leader Are you looking to broaden your professional experience? Would you like to join a dynamic and inclusive team? This opportunity is waiting for you!Aon is in the business of better decisionsAt Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organisation, we are united through trust as an inclusive and diverse team, and we are passionate about helping our colleagues and clients succeed.What a typical day will look likeThe Operations Leader, Contact Centre LatAm is a senior executive responsible for the management and delivery of end to end processes, platforms and ABS core capabilities to Contact Centre operations across the LatAm region.This person will lead all aspects of Contact Centre capabilities and services, ensuring the best outcomes for clients and colleagues.This person will work with both the business lines and the Aon Global Contact Center leaders to develop scaled and innovative client solutions in the context of the businesses they represent in LatAm. The accountabilities of the Operations Leader for LatAm are:Service delivery of LatAm contact centre locationsStrategy and function to driving standard processes and enable the various Contact Centre locations to drive better service to clients, efficient operations and high engagement from colleaguesDirect responsibility to ensure service level agreements (SLAs) with internal and external clients are met or exceededResponsible for LatAm Contact Center financials (expenses)Accountable for end to end process delivery across business and core servicesCollaborate with technology platform (NICE in Contact) leaders from an operationsRelationship management with business line leaders across the LatAm region as the key representativeThe main responsibilities of the Operations Leader for LatAm are:Responsible for the day- to- day management and delivery of overall ABS Contact Center performance for those businesses supportedLink with technology platform teams to ensure appropriate design, business continuity plans, and other IT-related tasks are deliveredEnsure effective implementation of all Aon process improvement and automation initiatives within the LatAm Contact CentresRepresent all businesses and solution lines to ensure effective delivery of services to clients and colleagues by the LatAm Contact CenterInterface between business line and contact center leadership ensuring that appropriate business expectations are communicated, documented, and reportedBuild transparency passionate about quality, revenue and cost efficiencyEngaged in business and GCC key update meetings to ensure alignment and proper representation of needsStays current on industry knowledge, policies, regulations, and legislation.Drives team performance to meet and exceed Key Performance Indicators, Service Level Agreements, and financial targetsIdentify, develop, and grow talent within the contact centerProvide leadership and management to coach, mentor, and develop the teamDrive engagement for direct and indirect reports: accountable for talent development across teams, succession planning and retentionParticipate in setting budget and leading headcount while handling costs for site including overtime and ensuring accurate recording of timeSkills and experience that will lead to successRequired Experience: 8 years of call center management experience. 10 years of people management experience, mentoring and using work through others. 5 years of insurance experience. Experience working and leading broader sales and service initiatives and projects that attain enterprise results. Validated breadth and depth of knowledge of insurance industry, including effective sales techniques and Medicare compliancePreferred Experience: 5 years of project management experienceEducation: University degree with required years of validated experience.Language: Must be proficient in Spanish and English. Portuguese is desired.How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Furthermore, our agile and inclusive environment allows you to own your wellbeing and work/life balance, ensuring you can be your best 'self' at Aon. In addition, all our colleagues enjoy two Global Wellbeing Days each year, encouraging you to take time out to focus on yourself. We offer a variety of work style solutions, but we also recognise that flexibility goes beyond the workplace... and we're all for it - we ****T14:23:00 0000,employmentType:FULL_TIME,educationRequirements:UNAVAILABLE,salaryCurrency:USD,baseSalary:{@type:MonetaryAmount,currency:USD,value:{@type:QuantitativeValue,value:0,minValue:0,maxValue:0,unitText:YEAR}},validThrough:2022-12-19T05:59:00 0000,industry:UNAVAILABLE,hiringOrganization:{@type:Organization,name:Aon Corporation,sameAs:****11 No.86 -53nPisos 1,4,5,8,9,10 Edificio Segovia -La Cabrera,postalCode:UNAVAILABLE,addressCountry:Colombia}}}

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