• Implementation and monitoring of processes in the Call center • Coordinate daily activities of the call center • Prepare daily, weekly or monthly reports - according to request or requirements • Maintain direct contact with service directors. • Track performance and team quality indicators. • Work with supervisors and team members to support agents and maximize customer satisfaction • Conduct regular performance evaluations ta

• Monitor the number of calls being answered, as established by the area coordinator. • Ensure that agents understand and comply with all objectives, performance standards and policies of the call center. • Supervise and evaluate agent performance, provide learning or training opportunities. • Develop, consolidate, and lead the work team, encouraging agents to work autonomously and responsibly.{** *}• Organization