**1. Training and Development** 1.1 Train the employees of Contact Point 360 who are assigned by management. 1.2 Develop an optimal training plan according to the company's campaigns. 1.3 Identify priority areas for employee training. 1.4 Detect present and future training needs, suggesting programs to improve employee productivity. 1.5 Provide knowledge aimed at improving the employee's job performance. **2. Monitoring and Quality Evaluation** 2.1 Perform call monitoring as required. 2.2 Prepare and analyze internal and external quality reports. 2.3 Meet the weekly and monthly call center evaluation metrics. 2.4 Use a data management system to compile and track team and individual performance. 2.5 Provide feedback to agents. **3. Feedback and Continuous Improvement** 3.1 Give feedback by communicating process errors and suggesting improvements. 3.2 Evaluate, recommend, and implement processes to provide the best customer support. 3.3 Provide feedback and reports to the Operations Director, Supervisors, Team Leaders, and team members. **4. Communication and Support** 4.1 Establish and maintain standards to ensure high-quality communication across all support channels. 4.2 Provide actionable data to various internal support groups as needed. 4.3 Maintain and enhance the corporate image in customer relations. **5. Compliance and Availability** 5.1 Comply with the established work schedule and avoid absenteeism without authorization from the immediate supervisor or the HR Department Head. 5.2 Be available for full-time work. 5.3 Work on the holidays indicated by the employer. **Education**: English level B2+/C1 **Experience**: "Progressive work experience in the BPO sector in a similar position. Experience in the complete training cycle, including analysis, design, delivery, and evaluation." **Skills**: "Availability to work afternoons or weekends as needed to meet and exceed company and client expectations. Organization and Planning (Superior) Communication skills (High) Responsibility and perseverance (High) Client achievement orientation (High) Conflict resolution (High) Attention to detail (Superior)"