Integrated BPO Project Coordinator

Description

Job Summary: Tools2Power is seeking an Integrated BPO Project Coordinator to lead Customer Service, Commercial Management, and Portfolio Management operations, ensuring execution, quality, and achievement of objectives. Key Highlights: 1. Lead Customer Service, Commercial Management, and Portfolio Management teams 2. Strengthen quality and productivity processes 3. Ensure compliance with standards and customer satisfaction Tools2Power is currently seeking an Integrated BPO Project Coordinator to lead Customer Service (SAC), Commercial Management, and Portfolio Management operations. The selected candidate will be responsible for ensuring proper operational execution, monitoring management indicators, strengthening quality processes, and leading work teams focused on achieving objectives and ensuring customer satisfaction. Main Responsibilities: * Lead and support Customer Service, Commercial Management, and Portfolio Management teams. * Continuously monitor operational and performance indicators. * Supervise quality assurance (QA) processes, call monitoring, and evaluation. * Conduct feedback and coaching activities for the team. * Prepare management reports and dashboards. * Identify opportunities for process and productivity improvement. * Lead client follow-up meetings, present results, and coordinate action plans. * Ensure compliance with procedures, protocols, and service standards. * Manage operational incidents and support resolution of complex situations. * Promote a culture of quality, efficiency, and continuous improvement. Requirements: * Bachelor’s degree in Industrial Engineering, Business Administration, or related fields. * Minimum 2 years of experience leading teams, BPO operations, or customer service processes. * Demonstrable experience in Customer Service (SAC). * Experience in Quality Assurance (QA), call monitoring, and performance tracking. * Experience in Contact Center, BPO, Commercial Management, Portfolio Management, or Customer Experience. * Proficiency in Excel. * Experience tracking KPIs and preparing reports. * Power BI knowledge is desirable. Conditions: * Project-based or labor contract. * COP 2,300,000 + a variable performance bonus up to COP 700,000 * Working hours: Monday to Friday, 8:00 a.m. to 5:30 p.m., and Saturdays until noon.-Requirements- Minimum education: University / Professional Degree 2 years of experience Knowledge: Coordination skills, Team Management, BPO, Commercial Management, Portfolio Management, Operations, Customer Service, Execution Keywords: resident, supervisor, team leader, assistant manager, accountable person, coordinator, manager, captain