Hybrid Operations Lead, Agent Performance

Posted last month

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About the role

  • Manage the front-line Agent Performance Team (APT) and lead Agent Executives and an Operations Coordinator.
  • Drive daily execution of agent portfolio management strategy.
  • Act as the primary hub for all agent interactions and oversee high-volume inquiries.
  • Ensure the team processes information accurately and handles escalations appropriately.
  • Escalate strategic issues to the Development team.
  • Combine operational leadership and strategic thinking to maintain smooth day-to-day operations and contribute to strategic initiatives.

Requirements

  • 85% English proficiency
  • Strong written and verbal communication skills.
  • Excellent organizational skills and attention to detail.
  • High level of discretion and professionalism when handling sensitive information.
  • Proficiency in Google Workspace and familiarity with applicant tracking systems.
  • Bachelor’s degree in Business Administration or a related field.
  • 2-3 years of experience in the money transfer industry, financial services, or telecommunications (preferred).
  • Minimum experience managing 5 direct reports.
  • Experience managing client/agency portfolios, including pricing, metrics analysis, and portfolio management.
  • Proficiency with CRM or agency tracking tools.

Benefits

  • Competitive compensation package.
  • Performance-based bonus.
  • Parking subsidy.
  • Comprehensive medical and life insurance
  • Corporate discounts and wellness benefits.
  • Legal benefits including Bono 14, Aguinaldo, IGSS, IRTRA, and paid vacation.

Job title

Operations Lead, Agent Performance

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

HybridGuatemala

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