**Who You Are**: **Conditions** - Basic Salary: 3.500.000 COP - Bonifications: Up to 1.000.000 COP (operations results) - Schedule: 48h per Week (Monday to Saturday) - Days off: based on ops needs (Saturday or Sunday) - Work at home: Not available **Job Requirements** - Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments - Establish high standards for productivity, quality, and customer service as well as define user guidelines - Develop company systems for customer interaction and voice response and control the implementation process - Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures - Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations - Summarize, collect, and analyze call center trends and data for regular performance reports - Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. - Maintain consistent professional improvement through company-provided workshops, tracking call center trends, and active participation in team projects - Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees - Demonstrate sound judgment and fairness when administering policies and procedures. - Experience with forecasting/scheduling and related software packages - Proven ability to manage people, processes, and technology - Strategic thinker and tactical implementer - Should possess leadership abilities and skills, such as the ability to build teams and manage operational, organizational and financial elements - Ability to influence and motivate others - Superior written and verbal communication skills - Demonstrated success managing new initiatives while meeting operating and budgetary requirements - Must have strong technical, people management, implementation, and process improvement skills - General business acumen, including reporting and analysis, presentation skills, and organizational abilities.