KAM Home Platforms

Description

Job Summary: Coordinate with business partners, audit interactions, analyze performance, and develop action plans to enhance the customer experience. Key Highlights: 1. Collaborate, challenge, and grow with purpose 2. Analyze performance and define action plans 3. Deliver feedback to improve customer journeys **Job Description** ---------------------- Are you driven to collaborate, challenge, and grow with purpose? Discover the challenges awaiting you as a KAM Home Platforms * Coordinate with business partners to identify management deviations that hinder achievement of key indicators * Call listening and chat monitoring to audit interactions and ensure compliance with guidelines * Field audits to validate the use of systemic tools and established protocols * Deliver feedback to internal teams to improve customer journeys * Monitor and manage service levels of partners using assigned tools for this function * Conduct comprehensive performance analysis and define action plans to address identified opportunities * Develop tactical initiatives to achieve KPI targets such as NPS and FCR1 for the platforms under your responsibility * Prepare and deliver analytical presentations, action plans, and results * Design dashboards for indicator monitoring and tracking **Candidate Requirements** -------------------------- * University degree in Systems Engineering, Computer Science, Industrial Engineering, Business Administration, or related fields * COPC certification (desirable), contact center management * Minimum 5 years of experience in related roles * Advanced proficiency in Microsoft Office * Intermediate proficiency in Power BI **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 assessments Then, if your profile matches what we are seeking, we will contact you by email (via 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 experience in the industry. 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, among others. Since entering Peru in 2013, we have driven an innovative business proposition and a customer-centric approach as our core purpose. **Our Benefits** ----------------------- * Work mobile phone * Flexible working hours * Health insurance * Wellness activities * Training and courses * Product discounts * Free parking