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Open nowPosted 104 days ago

Jefe de Call Center Masivo - Quito

Puntonet S.A.61 open roles

Where
Quito, Ecuador
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Your applicationOpen nowJefe de Call Center Masivo - QuitoPuntonet S.A. · Quito, Ecuador

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Puntonet S.A.'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.0% of postings close within 7 days. Measured by our own scanner across the market. Puntonet S.A. postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 8.0%7 days
  4. 15.0%14 days
  5. 34.2%30 days
This job: posted 104 days ago

Puntonet S.A. median: 7 days open

The posting

🔍 Propósito del Cargo

Liderar al equipo de call center masivo para asegurar que se cumplan los objetivos de rendimiento, mantener altos niveles de satisfacción del cliente y optimizar los procesos para mejorar la eficiencia, elaborando informes de gestión, y la implementación de estrategias para alcanzar las metas establecidas por la organización.

📋Funciones del Cargo

  • Garantizar el nivel de contestación de la cola de servicio al cliente hogar evaluando las diferentes alternativas para mejorar el indicador.
  • Supervisar el cumplimiento del envío de visitas técnicas sobre la base de clientes realizando seguimiento al indicador para corregir detalles en el trayecto.
  • Garantizar el bajo porcentaje de deserción de clientes, generando estrategias de retención.
  • Generar estrategias de atención al cliente para mantener el más alto nivel de satisfacción.
  • Elaborar, analizar y entregar reportes de rigthnow, visitas técnicas, Celti, FCR, contestación, BRM, eventos masivos, comisiones y gestión a nivel nacional.
  • Liderar el equipo de trabajo, fomentando una comunicación clara, abierta y bidireccional, con el objetivo de alinear esfuerzos, mantener la motivación y alcanzar metas comunes.
  • Analizar las diferentes alternativas, anticipar riesgos y asumir la responsabilidad por los resultados en las situaciones complicadas con los clientes y el equipo.
  • Liderar y gestionar proyectos estratégicos que apalanquen la mejora de los resultados en el área y la organización.

🎓 Formación Académica

  • Título universitario culminado en Redes y Telecomunicaciones, Electrónica o carreras afines.

💡 Conocimientos Requeridos

  • Gestión y análisis de KPIs.
  • Procesos y flujos operativos de Call Center.
  • Planificación estratégica.
  • Técnicas de servicio al cliente.
  • Manejo de CRM y software de Call Center.
  • Conocimientos en Power BI.

🌎 Idioma

  • Inglés intermedio.

📈 Experiencia

  • De 3 a 4 años en posiciones similares liderando equipos de Call Center y gestionando indicadores de desempeño.
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    The review screen in CV Rocket: how each CV was read, round by round.

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