Remote Call Center Support Manager

Description

Job Summary: We are seeking a Remote Call Center Support Manager to define strategy and manage objectives, ensuring customer experience and operational efficiency. Key Highlights: 1. Collaborate, challenge the status quo, and grow with purpose 2. Ensure the best customer experience 3. Identify and evaluate improvement opportunities **Job Description** ---------------------- Are you driven by collaboration, challenging the status quo, and growing with purpose? Learn about the Remote Call Center Support Manager position. * Define strategy and manage achievement of objectives and KPIs for remote after-sales support across all channels, aiming to ensure the best customer experience. * Ensure operational efficiency by improving productivity across various services, evaluating and implementing self-service tools and options, prioritizing reduction of cost-incurring resources and impacts affecting end-user satisfaction. * Monitor operational and strategic KPIs. * Identify and evaluate improvement opportunities; coordinate needs management at all levels; implement projects focused on internal and external customer satisfaction and/or cross-company process improvements. * Act as orchestrator and liaison among operations across different departments to ensure feedback and a positive work environment. * Maintain operational costs (OPEX) under control through technical efficiency. **Candidate Requirements** -------------------------- * University degree in Administration, Marketing, Communications, Industrial Engineering, or related fields. * Advanced-level proficiency in Microsoft Office. * Minimum 3 years of experience in technical support for Fiber Internet products and related services. * ITIL (Information Technology Infrastructure Library) certification is desirable. * Understanding of GPON networks and OSI model. * Understanding of routing protocols and Wi\-Fi network management. **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 in to Aira and answer the requested questions and/or tests. 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, 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, and more. Since entering Peru in 2013, we have promoted 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