Subgerente of Call Center

Objective of the position Ensure the efficient operation of the telephone call center, ensuring compliance with service indicators, quality and productivity. Lead the team to offer an exceptional customer experience, optimizing processes and resources, and contributing to achieving commercial and customer satisfaction goals. Main responsibilities: Coordinate and conduct assigned resources to ensure results in service, quality and efficiency. Develop and implement strategies to improve customer satisfaction, loyalty and retention. Analyze and interpret data to identify trends and areas for improvement. Collaborate with other departments to align processes and achieve common objectives. Ensure compliance with company policies and procedures. Provide guidance and support to team members. Identify and address potential issues before they become major problems. Develop and maintain relationships with key stakeholders. Foster a positive work environment and promote teamwork. Monitor and control expenses to ensure budgetary targets are met. Implement process improvements to increase efficiency and reduce costs. Ensure all activities are aligned with company goals and objectives. Provide regular reports to management on team performance and progress towards goals. Identify and capitalize on opportunities for growth and improvement. Develop and implement training programs to enhance team skills and knowledge. Monitor and evaluate the effectiveness of implemented strategies. Foster a culture of continuous learning and improvement. Ensure all activities are in compliance with company policies, procedures and regulatory requirements. Provide guidance and support to team members to ensure they have the necessary resources and tools to perform their jobs effectively.