Job Summary: Plan, direct, and standardize daily contact center operations across multiple countries, lead teams, and ensure consistency in customer experience. Key Highlights: 1. Team leadership and personnel development. 2. Management of operations across multiple countries and multicultural environments. 3. Focus on continuous improvement and operational efficiency. ***Responsibilities:*** \- Plan and direct daily contact center operations across multiple countries, ensuring SLA compliance and response time targets. \- Design, implement, and standardize workflows and operational manuals using a continuous improvement and efficiency approach. \- Personally handle and resolve high-complexity cases and critical incidents (P0\) in direct coordination with Country Managers and internal departments. \- Lead, motivate, and develop direct reports (Team Leaders, data analysts, QA), fostering a results-oriented environment. \- Supervise and coordinate recruitment, selection, ongoing training, and performance evaluation processes for the team. \- Ensure consistency in customer experience by validating QA reports and guaranteeing compliance with internal policies and regulations. \- Monitor and analyze key operational KPIs to prepare monthly management reports identifying risks, trends, and opportunities for senior leadership. ***Requirements:*** \- Bachelor’s degree or equivalent in Business Administration, Systems Engineering, Marketing, Communications, or related fields. \- Minimum 3 years of experience in BPO or customer service functions. \- Minimum 3 years of verifiable experience in supervisory or team leadership roles within customer service. \- Experience in financial institutions or similar organizations (mandatory requirement). \- Experience in preventive or early-stage collections management (positively valued). \- Advanced proficiency in contact center KPIs (SLA, quality, productivity, CSAT, etc.). \- Familiarity with CRM tools and ticket/case management systems. \- Intermediate to advanced Excel skills. \- Demonstrated people management, team leadership, and conflict resolution skills. \- Ability to manage operations across multiple countries and multicultural environments. \- Strategic vision, critical thinking, analytical capability, and results orientation. \- Excellent communication, negotiation, decision-making, and crisis management skills under pressure. ***We Offer:*** ***\- Competitive compensation: Fixed salary of S/ 2,500 \+ performance bonus*** ***of up to S/ 1,800 (total up to S/ 4,300 per month), subject to achievement of management indicators.*** \- Formal employment from day one under the REMYPE labor regime. \- Dynamic and collaborative work environment. Salary: S/.2,500\.00 per month Work Location: On-site employment
María García
Indeed · HR
María García
Indeed · HR
