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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":"","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-nocaima/cate-testing-quality-assurance/call-center-manager-6383736780979512/","localIds":"15","cateId":null,"tid":null,"logParams":{"tid":"0852b51c-0ede-49d6-8259-5304a1d49c1d","sid":"bfd6aa40-683f-4e71-ad51-68a6c01c0d9b"},"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,"priceDetail":null,"featureLabels":null,"supplementList":null,"soldCntStr":null,"companyLogo":null,"isFavorite":false},{"category":"4000,4241,4261","location":"2M22+22 La Vega, Cundinamarca, Colombia","infoId":"6383736714253112","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Líder de Aseguramiento de Calidad (QA) - La Vega","content":"### **Sobre nosotros:**\n\n\nChampro® es un fabricante privado de artículos deportivos y ropa que lleva más de 30 años en el mercado. Ofrecemos equipos y prendas deportivas tradicionales e innovadoras de alto valor, mediante un excelente servicio al cliente basado en la integridad. Nuestra filosofía empresarial se centra en nuestros clientes y nos enorgullece ofrecerles los mejores valores generales en productos para deportes de equipo.\n\n**Responsabilidades:**\n---------------------\n\n* Crear y desarrollar un equipo de QA calificado, incluyendo contratación, incorporación y mentoría de nuevos\n* miembros.\n* Liderar al equipo de QA en la planificación, ejecución y entrega de iniciativas de pruebas de software de alta\n* calidad.\n* Desarrollar, ejecutar y mantener planes de prueba, casos de prueba y scripts detallados.\n* Realizar pruebas funcionales, de regresión, de integración y de aceptación del usuario (UAT) para aplicaciones\n* web.\n* Guiar y mentorizar a los miembros del equipo de QA, brindando apoyo, retroalimentación y\n* experiencia técnica.\n* Colaborar con desarrolladores, analistas de negocio y gerentes de proyectos para asegurar una comprensión clara\n* de los requisitos y una cobertura de pruebas amplia.\n* Identificar, documentar y rastrear defectos de software utilizando herramientas de gestión de pruebas y seguimiento de errores.\n* Impulsar la adopción y mejora de marcos de automatización de pruebas (por ejemplo, Selenium,\n* Cypress).\n* Validar APIs y procesos backend utilizando herramientas como Postman.\n* Escribir y revisar consultas SQL para validar datos de prueba y garantizar la integridad de los datos.\n* Asegurar pruebas de compatibilidad entre navegadores, diseño adaptable y dispositivos móviles.\n* Participar en ceremonias Agile/Scrum, representando las perspectivas y prioridades del área de QA.\n* Coordinar con DevOps la integración de pruebas en las canalizaciones CI/CD.\n* Gestionar la validación posterior al lanzamiento y coordinar los esfuerzos de pruebas en producción.\n\n**Requisitos obligatorios**\n---------------------------\n\n\n5 o más años de experiencia en pruebas de software, con al menos 1–2 años en un puesto de liderazgo o senior\n\n\nExperiencia sólida en pruebas manuales y automatizadas para aplicaciones web y APIs.\n\n\nDominio en la redacción de consultas SQL para validación de datos.\n\n\nExperiencia práctica con herramientas de seguimiento de errores y gestión de pruebas (JIRA, TestRail, etc.).\n\n\nConocimientos sólidos de metodologías Agile/Scrum y mejores prácticas de QA.\n\n\nExcelentes habilidades de liderazgo, comunicación y colaboración.\n\n\nCapacidad para priorizar tareas y gestionar eficazmente la carga de trabajo del equipo.\n\n### **Requisitos preferidos**\n\n* Título universitario en Ciencias de la Computación, Tecnologías de la Información o campo relacionado.\n* Experiencia con herramientas o marcos de automatización de pruebas como Selenium, Cypress o\n* Playwright.\n* Conocimiento de herramientas de pruebas de rendimiento como JMeter o LoadRunner.\n* Experiencia en programación con C\\#, JavaScript u otro lenguaje utilizado en pruebas automatizadas.\n* Experiencia con canalizaciones CI/CD, Git y entornos DevOps.\n\n### **Cultura empresarial:**\n\n\nNos enorgullece ofrecer a nuestros empleados elegibles una amplia gama de beneficios, incluyendo seguro médico, dental, de visión y de vida, así como discapacidad a corto y largo plazo, plan 401K, participación en ganancias, tiempo libre pagado, días festivos y reembolso por cuotas de membresía en gimnasios. 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