Job Summary: Lead and manage team performance, ensuring service objectives are met and continuous improvement is achieved. Key Highlights: 1. Leadership and team management to achieve objectives. 2. Management and analysis of indicators for action plans. 3. Process optimization to enhance 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 staff and manage reinforcement activities as needed to ensure compliance with established indicators. 3\. Manage information exchange with customers regarding updates, contingencies, management tools, and other matters. 4\. Plan, coordinate, and manage resources to guarantee effective service operation. 5\. Implement improvement plans to optimize call handling pace without compromising customer satisfaction levels. 6\. Cross-check commission data provided by the client against those managed in SCC systems. 7\. Prepare and provide payroll reports for your team and administrative matters, following established procedures. 8\. Comply with the company's Occupational Health and Safety (OHS) policies and regulations. 9\. Ensure compliance with requirements stipulated in the Quality Management System. 10\. Perform any other duties inherent to the position or assigned by your Platform Manager. **Candidate Requirements** -------------------------- * Technical or university-level candidate in final cycles of related fields of study. * Intermediate office software skills. * Minimum required prior experience in the functional area: 2–3 years. This opportunity is open to 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 this position 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 via email (through Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Enterprises Contact Center. Our purpose is to help transform user experiences by integrating technology, processes, and empathetic people — contributing to your business growth and societal 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
