Job Summary: Supervises and motivates a team to achieve quality objectives and KPIs, ensuring up-to-date policies and compliance with customer service standards. Key Responsibilities: 1. Leads and motivates teams to achieve objectives. 2. Ensures service quality and policy compliance. 3. Develops improvement plans and fosters a positive work environment. **Job Description** ---------------------- Optimize call handling pace, provide guidance and motivation to the team to achieve established goals. 1\. Achieve team quality objectives and KPIs by supporting executives—answering inquiries and conducting ongoing follow-up to deliver optimal customer service. 2\. Monitor executives to identify gaps, providing feedback and implementing corrective actions. 3\. Verify that the team has and uses up-to-date product information to ensure compliance with quality policies. 4\. Maximize executives' productive time through methods, management, and continuous follow-up. 5\. Safeguard and promote proper management of applications and assets under one's responsibility, as well as those assigned to the team. 6\. Conduct meetings with direct reports to analyze operational indicator trends and propose improvement plans. 7\. Participate in calibration sessions with the Quality and Training department to align evaluation criteria. 8\. Collaborate with peers and immediate supervisor on improvement plans based on service indicators. 9\. Contribute to a healthy work environment by organizing team activities. 10\. Prepare and submit payroll-related reports for direct reports and administrative matters, following established procedures. 11\. Comply with the company’s Occupational Health and Safety (OHS) policies and regulations. 12\. Ensure compliance with requirements defined in the Quality Management System. 13\. Perform any other duties inherent to the position, as well as those assigned by the immediate supervisor. **Candidate Requirements** -------------------------- * Currently enrolled in or having completed technical or university studies in Computing, Administration, or related fields. * Personnel management experience (Mandatory). * Minimum 1 year prior experience as a Call Center operations supervisor or coordinator. * Intermediate office software proficiency. * Experience delivering feedback and conducting follow-up. **Selection Process** ------------------------ Selection is conducted via Aira—a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting 2\. Check your email 3\. Log in to Aira and respond to 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 Connect Center. Our purpose is to help transform user experiences by integrating technology, processes, and approachable people—contributing to your business and society’s development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
María García
Indeed · HR
María García
Indeed · HR
