**Your main objective will be:** To be responsible for leading and managing advisor teams across Telephone Banking and/or Digital Channels (WhatsApp), ensuring the achievement of operational, business, and customer experience objectives **.** **How will you achieve it?** * You will ensure compliance with key objectives: Service Level, AHT, FCR, TMO, NPS, and individual and team productivity. * You will monitor in real time the quality and efficiency indicators of both channels, managing deviations and proactively implementing corrective action plans. * You will analyze performance trends by segments (Top, Mid, and Low Performers), applying differentiated strategies according to each group's needs. Additionally, you will conduct individual follow-up per advisor, identifying deviations and implementing improvement plans for underperforming advisors, ensuring their development and alignment with business goals. * You will provide effective real-time support to advisors, guaranteeing adherence to processes and quality standards. * You will design and implement training and development programs in customer service techniques, customer handling, sales, and problem resolution. * You will conduct structured coaching sessions based on call analysis, digital interactions, Speech Analytics, and individual feedback, applying different learning methodologies such as role play, shadowing, and live audits. * You will motivate and empower the team through recognition programs and engagement strategies. * You will supervise and manage critical cases or escalations during live calls, social media, and chat. **What do we need from you?** * Completed technical studies or ongoing university studies (from the 7th cycle onwards) in Administration, Industrial Engineering, Finance, Statistics, Communications, or related fields. * Desired certification in quality management (COPC, ISO 9001\) and continuous improvement methodologies (Lean Six Sigma, Agile). * 2 years of experience supervising teams in a Contact Center, preferably in banking, telecommunications, or industries with high service standards. * Intermediate to advanced knowledge of Excel, PowerBI, SQL, AWS, and similar tools (desirable). * Analysis of operational and customer experience metrics to identify opportunities for improvement and optimization. **What do we offer at Interbank?** * Be part of accelerating the digital transformation of one of Peru's most important companies. * Opportunities for development and continuous learning. At Interbank, we are committed to equal opportunities. All applicants will be considered regardless of ethnic origin, gender, age, marital status, sexual orientation, religion, disability, nationality, or economic condition.