KAM Home Strategy

Description

Job Summary: We are seeking a KAM Home Strategy professional for a strategic and commercial role, managing the contractual relationship with BPOs, negotiating service terms, and ensuring alignment with business objectives. Key Highlights: 1. Strategic and commercial liaison role with BPO 2. Negotiation of service terms and scope expansions 3. Performance analysis and definition of action plans **Job Description** ---------------------- Are you motivated by collaboration, challenging the status quo, and growing with purpose? Learn about the KAM Home Strategy position: * Strategic and commercial role acting as the contractual liaison between Entel and the BPO. * Negotiates service terms, costs, scope expansions, and new campaigns. * Maintains long-term relationships with suppliers, ensuring the BPO delivers strategic value and aligns with business objectives. * Presents results and improvement proposals to senior management. * Coordinates with business partners to identify operational 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 use of systemic tools and established protocols. * Provides feedback to internal departments to improve customer journey experiences. * Comprehensive performance analysis and definition of action plans to address identified opportunities. * Development of tactical initiatives to achieve KPI targets such as NPS and FCR1 for assigned platforms. * Creation of dashboards for indicator monitoring and control. **Candidate Requirements** -------------------------- * Completed university degree in Systems Engineering, Computer Science, Industrial Engineering, Business Administration, or related fields. * COPC certification (desirable) and contact center management experience. * 2–3 years of relevant professional experience. * Intermediate-level Power BI proficiency. * Advanced-level Microsoft Office proficiency. * Intermediate-level English proficiency. **Selection Process** ------------------------ The selection process 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 the requested questions and/or assessments Then, 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 programs and courses * Product discounts * Free parking