What You'll Do
Monitor contact volume and manage live flow to execute timely corrective actions. Lead the compliance of business and quality indicators such as SLA and CSAT. Provide continuous support for complex operational or technical incidents and analyze operational data to identify optimization opportunities.
What We're Looking For
Bachelor's degree in Administration, Industrial Engineering, Business or related fields. Minimum 2-3 years of experience leading Contact Center/BPO operations with direct client management. Advanced knowledge of service metrics (SLA, FCR, CSAT) and experience with ticketing/CRM platforms.
What We Offer
Indefinite term contract from day one with competitive remuneration including fixed and variable salary based on metrics. Hybrid work model with a great work environment and additional benefits such as corporate discounts and professional development programs.
Additional Information
Experience Level
Mid-Level
Job Language
Spanish
Employment Type
Full-time
Work Mode
Hybrid