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Position Summary: Optimize call pacing, advise and motivate the team to achieve objectives while ensuring quality, information management, and continuous service improvement. Key Highlights: 1. Team leadership and motivation 2. Focus on quality and continuous improvement 3. Staff development and follow-up **Job Description** ---------------------- Optimize call pacing, provide guidance and motivation to the work team in order to achieve established objectives. 1\. Achieve team quality objectives and KPIs by supporting executives—answering inquiries and conducting ongoing follow-up to deliver the best possible customer service. 2\. Monitor executives to identify gaps, providing feedback to implement corrective actions. 3\. Ensure the team has and handles up-to-date product information to guarantee compliance with quality policies. 4\. Maximize executives’ productive time through methods, management, and continuous follow-up. 5\. Safeguard and promote proper management of applications and assets under your responsibility, as well as those assigned to your team. 6\. Conduct meetings with your staff to analyze operational indicator performance and develop improvement plans. 7\. Participate in calibration sessions with the Quality and Training department to align evaluation criteria. 8\. Collaborate with peers and immediate supervisor on improvement plans based on service indicators. 9\. Contribute to a positive work environment by carrying out activities with your team. 10\. Prepare and submit reports for payroll processing of your staff and administrative matters, per established procedures. 11\. Comply with the company’s Occupational Health and Safety (OHS) policies and regulations. 12\. Ensure compliance with requirements stipulated in the Quality Management System. 13\. Perform any other duties inherent to the position, as well as those assigned by your immediate supervisor. **Candidate Requirements** -------------------------- * Currently enrolled in or having incomplete technical or university studies in Computer Science, Administration, or related fields. * Personnel management experience (desirable). * Minimum 1 year of prior experience. * Intermediate office software skills. * Knowledge of delivering feedback and conducting follow-up. **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 requested questions and/or tests 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 Connect Center. Our purpose is to help transform user experiences by integrating technology, processes, and close-knit people—contributing to your business and society’s development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
