Job summary Responsible for leading a regulated-industry contact center team, liaising with VCloud clients, and ensuring operational excellence and compliance while coordinating small-to-midscale technical projects to meet client and organizational objectives. Responsibilities - Supervise a team of 15–20 Customer Experience Representatives, manage scheduling, attendance , performance and be able to distribute projects to the CERs. - Conduct coaching, live-call interventions, and performance reviews. - Achieve site KPIs and produce daily and weekly metric reports. - Oversee new-hire onboarding, training, certification tracking, and refresher training following product or system updates and launches. - Lead in launching new campaigns and be able to identify key checkpoints on the total journey - Lead process-improvement initiatives to reduce defects and average handle time, prepare and present optimization proposals. - Serve as liaison for assigned clients, facilitate requirements-gathering and status-update meetings. - Collaborate with other departments, vendors, and clients to prevent and resolve systemic issues. - Assist with project scoping, scheduling, budgeting, and risk management for contact-center technology and reporting projects using Jira. - Coordinate resources, monitor project progress, maintain documentation, and enforce vendor deliverable timelines. Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora