Job Summary: Responsible for optimizing call pacing, advising and motivating the team to achieve quality goals and KPIs, and ensuring proper operational management. Key Responsibilities: 1. Leads and motivates the team to achieve quality goals and KPIs. 2. Conducts ongoing monitoring and provides feedback to improve team performance. 3. Contributes to a positive work environment and staff development. **Job Description** ---------------------- Optimize call pacing, provide guidance and motivation to the team to achieve established goals. * Achieve team quality goals and KPIs by supporting executives—answering queries and conducting ongoing follow-up to deliver the best customer service. * Monitor executives to identify gaps, which must be addressed through feedback to implement corrective actions. * Ensure the team has and uses up-to-date product information to guarantee compliance with quality policies. * Maximize executives’ productive time through methods, management, and continuous follow-up. * Safeguard and promote proper management of applications and assets under one’s responsibility, as well as those assigned to the team. * Conduct meetings with direct reports to analyze operational indicator trends and develop improvement plans. * Participate in calibration sessions with the Quality and Training department to align evaluation criteria. * Collaborate with peers and immediate supervisor on improvement plans based on service indicators. * Contribute to fostering a healthy work environment by organizing team activities. * Prepare and submit reports related to payroll for direct reports and administrative matters, per established procedures. * Comply with the company’s Occupational Health and Safety (OHS) policies and regulations. * Ensure adherence to the Quality Management System requirements. * Perform any other duties inherent to the position, as well as those assigned by the immediate supervisor. **Candidate Requirements** -------------------------- * Currently enrolled in or having incomplete studies in Computer Science, Administration, or related technical/university programs. * Personnel management experience (preferred). * Intermediate office software proficiency. **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 the job posting 2\. Check your email 3\. Log in to Aira and answer the 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 Empresas Contact Center. Our purpose is to help transform user experiences by integrating technology, processes, and approachable 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
