Job Description

We are BRM ALTA, a Colombian company with presence in different countries and currently due to the growth of our operations in Peru, we are looking for a Head of Call Center Operations with solid experience leading customer service teams through digital channels (chat), oriented to results, with high analytical capacity and focus on continuous improvement.\n\nWhat will be your challenge?\n Lead the operation ensuring compliance with KPIs, optimizing team productivity and guaranteeing an exceptional customer experience through management efficient chat service channels.\n\nMain functions:\nManage and supervise the daily operation of chat customer service.\nAnalyze management indicators (SLA, TMO, CSAT, FCR, productivity, among others) for strategic decision making.\nImplement continuous improvement plans based on data and operational trends.\nLead, motivate and develop teams of supervisors and agents.\nEnsure compliance with service levels and quality standards.\nIdentify opportunities for automation and efficiencies in digital processes.\n\nRequirements:\nMinimum experience of 3 to 5 years as Head of Operations or similar position in a Call Center (Required)\nAvailability from Monday to Sunday (1 day off) in the range of 06.00 am to 09.00 pm (Management only 48 hours)\nProven experience in digital channels (chat, messaging, back office) management.\nHybrid management. \nBelong to a growing company.\nProfessional development and career path.\nExcellent work environment.",