Description: Education: * Higher education completed or in progress in Administration, Human Resources Management, Communication, Management Processes, or related fields. * Previous experience in supervising customer service teams. * Proficiency in spreadsheets and Excel reports (formulas, dashboards, pivot tables). * Supervise and monitor the daily performance of the customer service team, ensuring quality, productivity, and achievement of established goals. * Monitor operational indicators (AHT, AWT, NPS, SLA, absenteeism, adherence, among others) and propose corrective actions when necessary. * Ensure excellence in customer service by focusing on empathy, speed, and problem resolution. * Prepare performance reports and present analysis to coordination/management. * Promote continuous team development through feedback, coaching, and training aimed at improving performance. * Strategically manage schedules, breaks, vacations, and team staffing. * Identify process improvement opportunities and contribute to innovation and operational efficiency. * Support the integration of new employees and strengthen engagement and teamwork. * Ensure compliance with internal policies, procedures, and company quality standards. 2511120202181862649