**Who We Are**: ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We’re Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next-level talent to our operations as we continue to expand our work-from-home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re proud to provide you with a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your onboarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place where you can call your work home and thrive to your highest potential both professionally and personally. **Conditions** - Basic Salary: 3.000.000 COP - Bonifications: (operations results) - Schedule: 47h per Week - Days off: based on ops needs - 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, 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 human resources department in 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 skill, 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.