Mission Controller- Bilingue- Barranquilla
Youre the player were missing on this TOP Team!
Were looking for a Mission Controller. Ensure that the operation is working following the planning and scheduling, as efficiently as possible with control and real-time monitoring of key metrics. Generating action plans and necessary changes that are required for the achievement of contractual metrics. In addition to communicating information in real time to the operation and documenting any type of incident using databases such as SQL to plan actions that are undertaken in operational and / or technological issues.
What youll be doing:
Permanent tracking, monitoring, alerting of operation discrepancies, deviations with respect to what was planned.
Permanent tracking, monitoring, alerting of call volume and assumptions o real time generating alerts to maximize utilization of staff present.
Ensure that the account directors have the relevant information of what is happening (basic concepts) in real time in the operation.
Permanent tracking, monitoring, alerting, and communicating intraday behaviors to supervisors, floor managers, account managers, WFM team that are generated in real time from the emerging metrics by interval and the closing of the operation.
Inform and follow up any technological problems that may arise in the operation and leave it reflected in the incident log.
Permanent Generation of action plans according to MOC, documenting in daily logs each action carried out.
Constantly verify attendance of the scheduled staff and connection states in which the agents are located, to have enough resources to meet the demand.
Constantly verify attendance of scheduled staff, to execute the companys security policies in relation to Active Directory.
Constantly review queues and skill priorities of agents to maximize service levels, line adherence o metric at hand.
Constantly communicating with operations and clients on specific tools as needed guaranteeing prompt response and acknowledging request.
Performs other duties as assigned.
The TOP Team is looking for someone who:
Mandatory 1 approved semester of college, technical or technological studies.
Recommended programs: Engineering, Economy, Statistics or related.
Minimum 6 months of BPO experience desirable as agent, payroll Controller, Reporting or any other WFM-related role.
Desirable: Programs as JUMP, WFM Agents, MC Trainee o Corporate Training program for the role
Lets talk about benefits:
Long-term contract.
Employee fund.
Volunteer programs.
Career plan.
Life insurance coverage.
This is what sets us apart:
We are experts in global digital business services in 100 countries with nearly 500,000 employees worldwide! Great Place To Work® has certified us as one of the best places to work in the country and the world. We dont stop innovating and we always go beyond.
At TP, we champion diversity, equity, and inclusion in every connection. We value the unique perspectives and identities of our clients and colleagues, fostering an inclusive culture where all voices are heard, valued, and respected. Our commitment to diversity strengthens our connections, drives meaningful impact, and shapes a more equitable world.
Make a difference with the TOP Team!