COMPANY
A multinational company operating in the areas of production and sales of electricity and natural gas, as well as the promotion of products and solutions that support the energy transition.
CANDIDATE
The successful candidate will be responsible for:
- Managing relationships with call center providers, ensuring compliance with agreed-upon SLAs, KPIs, and quality standards
- Monitoring and analyzing operational metrics, proposing and implementing continuous improvement initiatives
- Ensuring the proper implementation of new processes, campaigns, products, or technologies at call center providers
- Regularly auditing providers’ procedures and results, ensuring compliance with company policies and our quality standards
- Manage the budget and contracts with existing suppliers.
- Identify operational risks and ensure contingency plans are in place.
- Participate in the selection and onboarding of new service providers, as needed.
- Ensure ongoing training for service providers
- Develop and regularly update manuals.
- In collaboration with other departments, must be able to develop process improvements and changes, resulting in customer satisfaction.
- Ensure compliance with procedures for responding to customers.
PROFILE
- College degree;
- At least 5 years of experience in a similar role;
- At least 5 years of professional experience in contact center operations and B2C and B2B customer social media networks, as well as managing relationships with outsourcing providers;
- Fluency in English and Spanish;
Opportunity to join a market-leading company.
Selected candidates will be contacted within 10 business days.
EGOR Talent Acquisition: Success Through People