KAM Platforms Call Center

Description

Job Summary: Coordinate, audit, and analyze performance to define action plans and improve customer experience and key performance indicators. Key Responsibilities: 1. Coordination and audit of management to meet performance indicators. 2. Comprehensive performance analysis and definition of action plans. 3. Development of presentations, analyses, and indicator dashboards. **Job Description** ---------------------- * Coordinate with business partners to identify management deviations that hinder achievement of performance indicators. * Call listening and chat monitoring to audit interactions and ensure compliance with guidelines. * On-site auditing to validate the use of systemic tools and established protocols. * Delivery of feedback to internal teams to improve customer journeys. * Monitoring and management of service levels for partners using assigned tools for this function. * Comprehensive performance analysis and definition of action plans to address identified opportunities. * Formulation of tactical initiatives to achieve KPI targets—such as NPS and FCR1—for the platforms under responsibility. * Preparation of presentations and reports covering analyses, action plans, and results. * Development of views for indicator monitoring and tracking (dashboards). **Candidate Requirements** -------------------------- * University degree in Systems Engineering, Computer Science, Industrial Engineering, Business Administration, or related fields. * COPC certification (preferred), contact center management certification. * Minimum 5 years of relevant professional experience. * Advanced proficiency in Microsoft Office. * Intermediate proficiency in Power BI. **Selection Process** ------------------------ Our selection process is conducted via Aira—a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position. 2\. Check your email. 3\. Log into Aira and respond to the requested questions and/or assessments. If your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel, a leading telecommunications and technology company in Latin America, with over 60 years of industry experience. We operate in Chile and Peru, focusing on delivering solutions that connect people, businesses, and organizations through mobile and fixed-network services—including data, IT integration, internet, local and long-distance telephony, among others. Since entering Peru in 2013, we have driven an innovative business proposition and a customer-centric approach as our core purpose. **Our Benefits** ----------------------- * Company mobile phone * Flexible working hours * Health insurance * Wellness activities * Training and courses * Product discounts * Free parking