Call Center Coordinator

Description

Job Summary: We are seeking a Call Center Coordinator to ensure efficient and high-quality technical support service, supervising incidents and requests. Key Responsibilities: 1. Ensure efficient and high-quality technical support service 2. Coordinate and lead the technical support team 3. Promote continuous process improvement Job Posting IMPROVE SOLUTIONS At IMPROVE SOLUTIONS, we continue growing and want you to be part of our team. We are a telecommunications company that connects people, organizations, and territories through reliable, innovative, and sustainable technology solutions, with nationwide coverage. Job Description We are looking for a Call Center Coordinator responsible for ensuring the delivery of efficient and high-quality technical support service, supervising incident and request handling, ensuring SLA compliance and user satisfaction. Additionally, this role will manage the team and resources of the area, promote continuous process improvement, and act as the liaison between users and technical teams. Main Responsibilities Supervise incident and request management in the Help Desk Ensure timely resolution of technical issues (hardware, software, and networks) Monitor SLA compliance and generate management reports Coordinate and lead the technical support team Manage tools, resources, and knowledge bases Escalate and support resolution of complex cases Implement process and service quality improvements Track KPIs and propose improvement actions Act as point of contact in critical cases Candidate Requirements Education: Bachelor's degree in administrative fields, engineering, telecommunications, computer science, or related disciplines. Experience: Minimum 2 years in technical support, help desk, or call center roles; 1 year coordinating or supervising call center teams. Knowledge: Proficiency in incident management tools: GLPI, OTRS, or similar. Familiarity with document management platforms (for cases and solutions). Knowledge of service, plant, or telephony system (PBX) monitoring. Proficiency in Microsoft Office suite (especially Excel) and report generation. Work Location: Cúcuta Contract Type: Project-based or Service Contract Work Modality: On-site Salary: $2,200,000 + transportation allowance + statutory benefits Working Hours: Monday to Friday: 8:00 a.m. – 1:00 p.m. and 2:00 p.m. – 6:00 p.m.; Saturdays: 8:00 a.m. – 12:00 p.m. -Requirements- Minimum Education: University / Professional Degree 3 years of experience Keywords: resident, supervisor, team leader, assistant manager, responsible person, coordinator, manager, captain, call center, telemarketer, telephone operator, telephonist, telephone-based