Job Description

The Manager, Panel Relations is responsible for the day to day performance and development of the Contact Center agents. The Manager, Panel Relations will be accountable for delivering results in the areas assigned and accounting for performance, quality, employee engagement and retention. 

Key Responsibilities

• Employee Management: Act as the first level of escalation for agent questions. Provide ongoing coaching, conduct weekly one-on-ones, and manage individual and team performance.

• Operational Oversight: Monitor daily production, oversee workflow, and manage administrative tasks. You will also handle escalations for system or equipment issues as needed.

• Quality & Compliance: Monitor agent calls to ensure quality, enforce adherence to all policies, and ensure agents have up-to-date certifications and training.

• Collaboration: Work with peers and management to meet overall call center goals and objectives.

Qualifications

This is a hybrid role in our Guadalajara office.

• You must be fluent in both English and Spanish (verbal and written).

• You have 1+ year of prior management experience and 2+ years of experience in a call center or customer service role.

• The role requires strong communication, coaching, interpersonal, and organizational skills.

• You are proficient in Google and Microsoft Office, specifically Excel and Google Sheets.
  
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Additional Information

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