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Donde servir a la comunidad y obtener resultados reales nos ha convertido en líderes en lesiones personales. Ofrecemos un entorno innovador, dinámico y en constante evolución que te permite ganar mientras creces. Empoderamos a nuestros empleados para tomar las mejores decisiones que impacten a nuestros clientes mediante esfuerzos colaborativos en equipo. Somos un grupo no tradicional, altamente responsable y vibrante de profesionales. Prepárate para experimentar un ambiente cómodo, ya que nuestro proceso de incorporación ofrece un entorno acogedor.*\n\n**Nuestros valores fundamentales son el servicio a nuestros clientes, el servicio a nuestros compañeros de equipo y el servicio a la comunidad, junto con la fe, la responsabilidad, el liderazgo y la lealtad.**\n\n **Descripción del puesto** **Descripción del puesto**\n\n\nThe Ward Law Group actualmente está contratando un Gerente de Centro de Llamadas para dirigir y apoyar al Departamento de Soporte al Cliente. Este puesto requiere una sólida experiencia en liderazgo de equipos, servicio al cliente y gestión del rendimiento.\n\n\nEl Gerente de Centro de Llamadas será responsable de dirigir y capacitar al equipo de Soporte al Cliente, brindando orientación continua y fomentando un entorno de trabajo colaborativo e innovador. Esta función implica establecer objetivos claros, supervisar el desempeño del equipo y proporcionar retroalimentación constante para garantizar el éxito tanto individual como del departamento.\n\n**Responsabilidades**\n\n* Dirigir y capacitar a un equipo de Representantes de Soporte al Cliente y Analistas de Calidad en un entorno colaborativo orientado al rendimiento.\n* Supervisar todo el manejo de llamadas entrantes mediante un sistema telefónico multilínea, asegurando respuestas rápidas, precisas y profesionales.\n* Analizar diariamente los datos de volumen de llamadas para mantener niveles adecuados de personal.\n* Ajustar proactivamente los horarios y apoyar los esfuerzos de reclutamiento para reducir las llamadas sobrantes (meta: menos de 10 por día).\n* Asegurar que el equipo de control de calidad realice revisiones consistentes y brinde coaching durante sesiones semanales.\n* Supervisar los KPI del equipo, proporcionar retroalimentación e implementar planes de mejora de rendimiento.\n* Preparar y presentar informes mensuales, trimestrales y anuales sobre el desempeño.\n* Mantener y actualizar los Procedimientos Operativos Estándar (SOP) y materiales de capacitación.\n* Colaborar con Recursos Humanos en contratación, incorporación y salida de empleados.\n* Enviar las Horas VA Mensuales a Recursos Humanos y realizar evaluaciones formales de empleados.\n* Asistir a capacitaciones corporativas presenciales adicionales cuando se programen (con aviso de 30 días), incluyendo algunos fines de semana.\n\n \n\n**Requisitos** \n\n* Debe ser fluido en inglés y español.\n* Debe tener una computadora (de escritorio o portátil) con procesador Core i5 o superior, mínimo 12 GB de RAM y sistema operativo Windows 10 instalado.\n* La velocidad de internet debe ser de 35 Mbps de descarga y 15 Mbps de subida.\n* Auriculares USB con cancelación de ruido.\n* Cámara web para reuniones diarias y encuentros breves.\n* Debe ser puntual y confiable de forma consistente.\n* Debe trabajar bien en un entorno de equipo.\n* Debe tener excelentes habilidades de comunicación verbal y escrita, incluida la capacidad de comunicarse exitosamente con otros empleados.\n* Debe tener dominio en el uso de computadoras y software relevante.\n* Debe ser capaz de priorizar tareas de manera efectiva.\n* Debe poseer fuertes habilidades de multitarea y gestión del tiempo.\n* Debe tener sólidas habilidades para manejar contactos telefónicos y escucha activa.\n* Debe tener pasión por ofrecer un servicio al cliente excepcional.\n* Debe tener la capacidad de manejar quejas de clientes y ofrecer soluciones adecuadas.\n* Debe poder adaptarse a un entorno de trabajo dinámico y cambiante.\n* Debe tener un gran sentido del detalle para garantizar precisión y exhaustividad en todas las tareas.\n\n \n\n**Información adicional** \n\n* El candidato debe contar con los siguientes requisitos mínimos de entorno de trabajo desde casa:\n\t+ **Computadora:**\n\t\t- Windows: Windows 10, Intel i5 (8ª generación o superior) o 2 GHz y 8 núcleos, 16 GB de RAM, SSD de 256 GB\n\t\t- Mac: macOS 11 (Big Sur o superior), Apple M1 o Intel i5, 8 GB de RAM, SSD de 256 GB\n\t\t- Pantalla: Full HD (1920x1080)\n\t+ **Red:**\n\t\t- Conexión: Ethernet por cable preferido; Wi-Fi de 5 GHz aceptable\n\t\t- Velocidad de Internet: 30 Mbps de descarga, 15 Mbps de subida\n\t\t- Latencia: Menos de 100 ms.\n\t+ **Otros:**\n\t\t- Auriculares con cancelación de ruido, preferiblemente con conexión de 3,5 mm.\n\t\t- Cámara web de 720p para reuniones, encuentros breves y capacitaciones.","price":"Salario negociable","unit":"per year","currency":null,"company":"Indeed","language":"es","online":1,"infoType":1,"biz":"jobs","postDate":"1758729436000","seoName":"call-center-manager","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://co.ok.com/es/city-anapoima/cate-testing-quality-assurance/call-center-manager-6383736780979512/","localIds":"15","cateId":null,"tid":null,"logParams":{"tid":"7d338f95-7e7e-44cf-ad2c-5dfd3cadf339","sid":"cbaf3289-7324-4a71-90cf-ae4874dd03c5"},"attrParams":{"summary":null,"highLight":["Dirigir y capacitar a los equipos de soporte al cliente","Supervisar los KPI y proporcionar retroalimentación","Mantener los procedimientos operativos estándar (SOP) y materiales de capacitación"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Tipo de empleo","value":"Tiempo completo","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Modalidad de trabajo","value":"Presencial","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Bojacá,Cundinamarca","unit":null}]},"addDate":1758729436013,"categoryName":"Pruebas y Garantía de Calidad","postCode":null,"secondCateCode":"info-comm-technology","kycTag":null,"pictureUrls":null,"isFavorite":false}],"localIds":"15,208","pageTitle":"Pruebas y Garantía de Calidad en Anapoima","topCateCode":"jobs","catePath":"4000,4241,4261","cateName":"Empleos,Tecnologías de Información y Comunicación,Pruebas y Garantía de Calidad","breadCrumbSeo":{"type":"BreadcrumbList","itemListElement":[{"position":1,"name":"Casa","item":"https://co.ok.com/es/city-anapoima/","@type":"ListItem"},{"position":2,"name":"Empleos","item":"https://co.ok.com/es/city-anapoima/cate-jobs/","@type":"ListItem"},{"position":3,"name":"Tecnologías de Información y Comunicación","item":"https://co.ok.com/es/city-anapoima/cate-info-comm-technology/","@type":"ListItem"},{"position":4,"name":"Pruebas y Garantía de Calidad","item":"http://co.ok.com/es/city-anapoima/cate-testing-quality-assurance/","@type":"ListItem"}],"@type":"BreadcrumbList","@context":"https://schema.org"},"cateCode":"testing-quality-assurance","total":3,"sortList":[{"sortName":"Mejor coincidencia","sortId":0},{"sortName":"Más reciente","sortId":1}],"breadCrumb":[{"name":"Casa","link":"https://co.ok.com/es/city-anapoima/"},{"name":"Empleos","link":"https://co.ok.com/es/city-anapoima/cate-jobs/"},{"name":"Tecnologías de Información y Comunicación","link":"https://co.ok.com/es/city-anapoima/cate-info-comm-technology/"},{"name":"Pruebas y Garantía de Calidad","link":null}],"tdk":{"type":"tdk","title":"Información de contratación de Pruebas y Garantía de Calidad en Anapoima - OK","desc":"Sitio web de información de contratación de Pruebas y Garantía de Calidad en Anapoima, proporciona a los demandantes de empleo una gran cantidad de información laboral de Pruebas y Garantía de Calidad, puede buscar empleos y consultar más información de forma gratuita.","keywords":null}},"commonData":null,"hotCate":{},"hotCity":{"Antioquia Pruebas y Garantía de Calidad Reclutamiento":"https://co.ok.com/es/city-antioquia/cate-testing-quality-assurance/","Bolívar Pruebas y Garantía de Calidad Reclutamiento":"https://co.ok.com/es/city-bolivar/cate-testing-quality-assurance/","Envigado Pruebas y Garantía de Calidad Reclutamiento":"https://co.ok.com/es/city-envigado/cate-testing-quality-assurance/","Cundinamarca Pruebas y Garantía de Calidad Reclutamiento":"https://co.ok.com/es/city-cundinamarca/cate-testing-quality-assurance/","La Vega Pruebas y Garantía de Calidad Reclutamiento":"https://co.ok.com/es/city-la-vega/cate-testing-quality-assurance/"},"hotCateName":"Puestos populares","hotCityName":"Ciudades populares","urlInfo":{"pathname":"/es/city-anapoima/cate-testing-quality-assurance/","origin":"https://co.ok.com","href":"https://co.ok.com/es/city-anapoima/cate-testing-quality-assurance/","locale":"es"}}