Controller

Description

Job Summary: We are seeking an analytical and proactive Call Center Operations Controller to monitor and control operations in real time, with a focus on achieving operational KPIs. Key Highlights: 1. Real-time monitoring and control of call center operations. 2. Management of operational KPIs and proposal of corrective actions. 3. Job stability and growth opportunities. We are looking for a **Call Center Operations Controller** to join our team. We seek an analytical, proactive, and KPI-driven individual capable of performing real-time monitoring and control of operations. Responsibilities * Monitor operations in real time. * Manage and control operational KPIs (Service Level, AHT, Occupancy, Adherence, and Abandonment). * Track advisor availability. * Prepare management reports and dashboards. * Identify operational deviations and propose corrective actions. * Coordinate with supervisors and team leaders to ensure achievement of operational objectives. * Support contingency management and demand surges. Requirements * Minimum **6 months** of experience in contact center operations control, monitoring, or tracking. * Intermediate or advanced Excel skills. * Knowledge of operational KPIs and management tools. * Excellent analytical, communication, and teamwork skills. Conditions Salary: **$2\.000\.000 \+ statutory benefits** Contract type: **Indefinite-term contract** Working hours: **42 hours per week** Schedule: **Rotating shifts from Monday to Saturday** Job stability and growth opportunities. How to Apply Send your resume to: adriana.orozco@conexionesdigitalesbpo.com Or estefany.solano@conexionesdigitalesbpo.com **Subject:** Call Center Operations Controller Join Conexiones Digitales BPO and become part of a team committed to operational excellence! Workplace: On-site employment