Job Summary: This role aims to ensure compliance with service levels and objectives through real-time monitoring and decision-making across various campaigns. Key Responsibilities: 1. Manages the line in real time to ensure optimal service levels. 2. Monitors KPIs and DCP for various campaigns. 3. Makes strategic decisions to achieve service objectives. **Job Description** ---------------------- Ensure real-time line management to meet service level requirements. 1\. Monitor service KPIs in real time for each campaign. 2\. Monitor DCP in real time for each campaign. 3\. Identify and consolidate anomalies affecting KPI compliance for each campaign. 4\. Make decisions to initiate actions contributing to objective achievement. 5\. Control, availability, and allocation of positions per campaign (based on prior delivery of scheduling aligned with each process or program cycle). 6\. Adherence to scheduling. 7\. Conduct inventory and allocation of work positions per process or program. **Candidate Requirements** -------------------------- * Technical diploma holder or student from semester 3 onward * Minimum 1 year of experience as an operations assistant + Proficiency in office tools, data analysis, and information management. **Compensation** ---------------- 2092913**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 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 companies 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 — nationwide, 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 partners * Employee fund affiliation