·      Monitors and supervises the connection and service processes of connected Service Representatives and Call Center employees, to guarantee that the service is not affected by any unexpected situation.

·      Collaborate with the Operations Management Call Center, implementing best practices for overall as measured by KPI’s.

·      Leads with workforce management in the analysis and overall, of the brand, region, capability, and craft workforce planning.

·      Acquire extensive industry expertise by examining trends and evaluating anticipated business performance.

·      Forecast and oversee the Full-Time Equivalent (FTE’s) performance metrics.

·      Develop and maintain tools and reports to aid in capacity decision-making for the team.

·      Create executive reports and give visibility to the management about the call center's main KPIs performance and strategies.

·      Monitor and oversee current operations and performance, adjusting to enhance ongoing planning and execution.

·      Recommend optimal business strategies based on historical performance, analytics, and analyses based on the situation, and make recommendations to the management for continuous improvement and risk mitigation.

·      Advise and consult with delivery and finance management on long-term and short-term workforce strategy.

·      Responsible for mitigating, reporting, escalating, and documenting any outlier that will affect the daily operation metrics.

·      Enhance cross-functional collaboration between call center teams.

·      Leads the design of automated and standardized reports with principal KPI’s, giving visibility to the operational management, including action plans and mitigation plans.

·      Establish strategic planning by overseeing the capacity planning, analyzing departmental processes, and developing initiatives to optimize call center operations.

·      Ensures that call centers are aware of legal requirements and that work processes are adapted to meet those requirements.

·      Collaborate with the company operations teams to provide dynamic responses to evolving client needs and requests volume spikes and program changes.

·      Improves the service metrics, KPI’s, reporting, and dashboard infrastructure to ensure the proper service excellence measurement according to the company's corporate goals.

·      Supervises, monitors, trains, evaluates and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.

·      The role has 8 personnel under his/her supervision.

·      Bachelor’s degree in Business Administration, Business Analytics, Finance, or Marketing. At least seven (7) years of previous experience in management of Call Center Operations.

·      Experience: At least two (3) years of experience supervising staff. “Proven experience may be replaced by previously established requirements.”

·      Certifications: CCXP (Preferably)

·      Excel Advance Knowledge

·      Languages: Spanish, English (Advanced)