Job Summary: This role aims to ensure the team meets quality, productivity, and service standards by monitoring performance and adjusting operations to satisfy customers. Key Highlights: 1. Ensure quality and customer service standards 2. Monitor and improve team performance 3. Coordinate and adjust operations for optimal service **Job Description** ---------------------- Ensure the supervised team complies with the Quality, productivity, and service standards established by the client. Ensure the supervised team complies with the Quality, productivity, and service standards established by the client, measuring and periodically providing feedback to meet end-customer needs. 1\. Oversee compliance with quality indicators and agents’ strong performance. 2\. Monitor agents daily to ensure service is delivered optimally within the client’s established guidelines and quality standards. 3\. Report technical issues affecting operational performance. 4\. Implement operational adjustments based on management metrics to maintain an optimal service level. 5\. Prepare and keep work reports updated, and analyze individual agent productivity. 6\. Monitor traffic behavior and take corrective actions when circumstances are clearly atypical. 7\. Execute preventive and corrective actions to control Contact Center quality standards. **Candidate Requirements** -------------------------- * Fifth-semester student in administrative programs * One year of experience as a coordinator or team leader * Proficiency in office tools, data analysis, and information management. This opportunity is suitable for persons with disabilities. **Compensation** ---------------- 3061052**Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if we determine your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Colombia’s first Contact Center and BPO, with over 28 years of experience delivering comprehensive solutions to public and private sector enterprises for customer service and management. Thanks to our track record and commitment to our purpose — "Improving Lives, Our Commitment" — since 2021 we have been certified as a BIC (Benefit for Collective Interest) company, reinforcing our ongoing dedication to generating well-being and efficiency for our clients and collaborators, as well as our commitment to contributing to social and environmental issues in our country. We have over 6\.500 collaborators — the \#OSFamily — across the national territory, working for Colombia’s and Latin America’s most important companies and institutions to transform experiences. **Our Benefits** ----------------------- * Career development plan * Personal and spiritual growth programs * Discounts with various partner organizations * Employee savings fund membership
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
