Operations and Customer Experience Specialist

• Monitoring operational indicators related to outsourced partners managing Contact Center operations
• Proactively identifying improvement opportunities within operational activities
• Ensuring coordination with partners and business areas for the implementation of corrective actions
• Identifying development needs for the front-end tools used in customer service channels
• Supporting projects aimed at improving customer experience
• Increasing self-service adoption using natural voice technology in IVR systems based on machine learning or AI models
• Aligning procedures across internal departments to ensure consistency within customer support operations
• Participating in meetings and initiatives with internal teams to focus on process optimization
• Improving how customer requests are handled
• Maintaining a strong team spirit and a proactive attitude to achieve results

• Degree or Master's degree in Business & Management
• Minimum of 4 years of professional experience in the field of study
• Strong ability to work within a team and good interpersonal skills
• Experience in Contact Center or customer service operations
• Knowledge of the energy sector
• Experience with continuous improvement methodologies is valued
• Proficiency in Office tools, namely Excel and PowerPoint

Experience with continuous improvement methodologies

• Positive and innovative work environment that promotes collaboration and agile decision-making
• Flexible, healthy, and inclusive workplace
• Range of attractive benefits
• Meaningful work experience
• Opportunities for development and internal mobility
• Top employer certification by Top Employers Institute
• Part of the Bloomberg Gender-Equality Index
• Global certification as a family-responsible company by Fundación Másfamília
• Top 100 Workplaces by Houston Chronicle