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Job SummaryDefines, implements and executes the strategic operation of the Call Center, promoting high performance of its work team in terms of quality, productivity, efficiency, leadership and teamwork.Responsible for day-to-day operation of the department.Key ResponsibilitiesEnsures the correct use and administration of the Call Center infrastructure to support incoming call volume with appropriate allocation of schedules to achieve the stipulated level of service.In charge of the control, planning and evaluation of the customer service budget to maintain efficient operation and allocate necessary resources for current needs or new projects.Identifies trends, volumes and root cause of demand to plan resources and define corrective or improvement actions.Acts and makes decisions in real time and with medium/long-term vision.Knows the business drivers and the overall business for decision making.Manages, directs and leads multidisciplinary teams, ensuring optimal performance and lea...