GTR Controller – Real-Time Management

Description

Position Summary: Monitor telephone operations and service flow in real time to ensure balance among demand, operational capacity, and service levels. Key Highlights: 1. Telephone traffic and service flow monitoring. 2. Identification of deviations and support during contingencies. 3. Preparation of operational reports for decision-making. **Purpose of the Position** Monitor in real time the behavior of telephone operations and assistance service flow, ensuring balance among demand, operational capacity, and efficient service management to guarantee compliance with service levels and operational timelines. **Main Responsibilities** * Monitor telephone traffic (incoming and outgoing) and operational metrics. * Control the flow of services created, assigned, and in progress. * Track coordination times, provider arrival times, and service closure times. * Identify operational deviations or risks and issue timely alerts. * Validate team operational capacity and support contingency activation. * Prepare operational reports and support real-time decision-making. **Experience** Between **1 and 2 years in GTR, Controller, or Workforce Management roles** within call center or service center operations. **Knowledge** * Telephone traffic management and call center metrics (Service Level, ASA, AHT, Abandonment Rate, Occupancy). * Intermediate or advanced proficiency in **Excel**. * Real-time operational monitoring. Contract Type: Indefinite-term Work Schedule: Monday to Friday \- Administrative Salary: $2\.200\.000 Work Modality: On-site at Toberin Academic Qualification: Technician or graduate in **Industrial Engineering, Business Administration, Systems Engineering, or related fields**. If you meet the profile and wish to contribute to strengthening organizational communication within a dynamic company, we invite you to apply. Position Type: Full-time, Indefinite-term Work Location: On-site employment