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Job Summary: Lead and manage team performance to achieve service objectives, monitoring training and managing resources for effectiveness. Key Responsibilities: 1. Lead and manage teams to achieve objectives. 2. Monitor staff training and manage resources. 3. Implement improvement plans and optimize customer satisfaction. **Job Description** ---------------------- Lead and manage your team's performance to ensure achievement of service objectives. 1\. Identify and analyze indicators deviating from objectives to design action plans with your supervisor. 2\. Monitor the training level of your assigned staff and manage reinforcements as needed to ensure compliance with stipulated indicators. 3\. Manage information with the client regarding updates, contingencies, management tools, and others. 4\. Plan, coordinate, and manage resources to guarantee effective service operation. 5\. Implement improvement plans to optimize call handling pace without affecting customer satisfaction levels. 6\. Cross-check commissions provided by the client against those managed in SCC systems. 7\. Prepare and provide reports for payroll of your assigned staff and administrative matters, according to established procedures. 8\. Comply with the company's Occupational Health and Safety (OHS) policies and regulations. 9\. Ensure compliance with requirements set forth in the Quality Management System. 10\. Perform any other duties inherent to this position or assigned by your Platform Manager. **Candidate Requirements** -------------------------- * Technical or university-level candidate in final cycles of related fields. * Intermediate office software skills. * Minimum required prior experience in the functional area: 2 to 3 years. This opportunity is suitable for persons with disabilities. **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 position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if we determine 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 Empresas Contact Center. Our purpose is to help transform user experiences by integrating technology, processes, and approachable people—contributing to your business and societal development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
