About Us
We are a multinational BPO company with a strong global presence, committed to delivering exceptional customer experience, operational excellence, and innovative solutions.
With a diverse and talented workforce, we provide world-class services to leading brands across multiple industries.
Our dynamic and inclusive culture fosters growth, collaboration, and continuous improvement, making us a trusted partner in the ever-evolving global market.
Are you passionate about risk management, compliance auditing, and regulatory governance?
Join a global company as a Risk & Compliance Analyst, where you'll play a key role in evaluating and mitigating risks in a fast-paced international environment.
What you’ll do
We’re looking for an inspiring ACCM//Business Coordinator to drive a team of passionate customer service agents in a fun and high-energy BPO environment! If you love helping people grow, improving processes, and creating positive customer experiences, this is your chance to shine .
Your mission:
- Manage the daily oversight of the Global Contact Center
- Act as the primary point of contact for issue resolution, optimizing processes, and driving efficiency in the Contact Center
- Ensure constant alignment with Client's goals and standards
- Implement strategies and trainings for continuous improvement for our Contact Center
- Collaborate to establish key performance indicators (KPIs) and service level agreements (SLAs) for the team and monitor performance against set targets
- Weekly calibration meetings with Client's Global Contact Center Manager where you will listen and grade calls, review analytics and strategize how to improve performance.
- Conduct team member interviews and make staffing decisions
- Data management and reporting/analytics for Contact Center performance
- Make recommendations to management based on findings and assist to implement them
- Responsible for answering escalated client inquiries
- Ensure adherence to Global Contact Center policies, produces and regulatory requirements
- Provide process enhancements, ensuring the highest level of client experience
- Assist with customer calls, as needed
What we’re looking for
- 3-5 years of customer service contact center management experience
- 2+ years in project management and/or process improvement
- Fully competent in Microsoft Office, strong Excel skills needed
- Ability to manage multiple tasks simultaneously and prioritize workload
- Experience with customer support platforms, troubleshooting and escalation resolution
- Ability to drive commitments and communications from internal teams as the liaison between ACX and Client
- Strong business writing and communications skills
- Must be able to analyze performance reports, identify key metrics (KPIs), and use them to spot trends and opportunities for improvement
What we offer
- 7,000,000 COP Base Salary + Performance bonuses
- Growth & learning opportunities (certifications included!)
- Work in a multicultural environment with global impact
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