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Open nowFirst seen 4 days ago

Líder de Contact Center + IA (LLM Training)

TCM Group9 open roles

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Your applicationOpen nowLíder de Contact Center + IA (LLM Training)TCM Group

  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 TCM Group'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.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 4 days ago

The posting

¿Eres un(a) experto(a) en optimizar equipos de Contact Center y además entiendes el enorme potencial de la IA conversacional? Si te apasiona la conversión, el performance y el entrenamiento de agentes—humanos y virtuales—esta oportunidad es para ti.

Serás responsable de dirigir, impulsar y escalar el desempeño integral de nuestro Contact Center, que incluye tanto agentes humanos como nuestro agente virtual basado en un modelo de lenguaje (LLM). Tu enfoque principal será:

  • Aumentar el ratio de conversión
  • Reducir tiempos de respuesta
  • Incrementar ingresos provenientes del Contact Center
  • Entrenar y optimizar el agente virtual (LLM) para mejorar su precisión, tono y efectividad comercial
  • Coordinar al equipo de agentes humanos, asegurando un ambiente de alto desempeño y servicio impecable
  • Analizar KPIs críticos y proponer estrategias de mejora continua

PERFIL

  • Experiencia demostrable en liderazgo de Contact Center (mín. 3–5 años).
  • Conocimiento de tecnología aplicada, IA conversacional y/o entrenamiento de chatbots/LLMs (no se requiere ser programador, pero sí entender cómo entrenarlos).
  • Enfoque obsesivo en conversión, revenue y KPIs.
  • Capacidad de motivación, coaching, comunicación impecable.
  • Perfil estratégico + extremadamente operativo.
  • Pensamiento analítico y mentalidad de mejora continua.
  • Español nativo; inglés avanzado

RESPONSABILIDADES

  • Liderar, capacitar y supervisar al equipo de agentes.
  • Diseñar y ejecutar estrategias de ventas y servicio al cliente.
  • Optimizar scripts humanos y prompts del agente virtual.
  • Implementar procesos que mejoren la eficiencia operativa.
  • Mantener dashboards actualizados y tomar decisiones basadas en datos.
  • Asegurar una experiencia fluida y de alto valor para cada contacto con el cliente.

BENEFICIOS

  • Modalidad híbrida (si aplica), horarios flexibles.
  • Presupuesto para capacitación en IA, CX y liderazgo.
  • Acceso a herramientas tecnológicas de última generación.
  • Sueldo competitivo + bonos transparentes.
  • Ambiente de alta autonomía y posibilidad de crecimiento rápido.
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    The review screen in CV Rocket: how each CV was read, round by round.

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