Call Center Coordinator

Description

Job Summary: We are seeking a Call Center Coordinator responsible for ensuring efficient technical support, supervising incident handling, and managing the team and resources. Key Highlights: 1. Lead the technical support team and manage resources 2. Ensure timely resolution of technical issues 3. Implement process improvements and service quality enhancements Job Posting: IMPROVE SOLUTIONS At IMPROVE SOLUTIONS, we continue to grow and want you to join 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 services, supervising incident and request handling, ensuring SLA compliance and user satisfaction. Additionally, this role will manage the team and resources of the department, promote continuous process improvement, and serve as the liaison between users and technical teams. Main Responsibilities Supervise incident and request management at 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 improvements and service quality enhancements Track KPIs and propose improvement actions Serve as the point of contact for 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 in call center team coordination or supervision. 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 (especially Excel) and report generation. Work Location: Cúcuta Contract Type: Project-based or labor contract Work Modality: On-site Salary: COP $2,200,000 + transportation allowance + statutory benefits Working Hours: Monday–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, deputy manager, responsible person, coordinator, manager, captain, callcenter, telemarketer, telephone operator, telephonist, telephone-based