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Job Summary: Monitor in real time the performance of telephone operations and the flow of assistance services, ensuring balance between demand and operational capacity. Key Highlights: 1. Real-time monitoring of telephone operations and assistance services 2. Efficient service management and adherence to service level agreements 3. Identification of operational deviations and support for decision-making **Purpose of the Position** Monitor in real time the performance of telephone operations and the flow of assistance services, 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, vendor arrival times, and service closure times. * Identify operational deviations or risks and generate 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
