BPO Business Coordinator//ACCM

About UsWe 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 drivingefficiency in the Contact Center● Ensure constant alignment with Gartner 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 Gartner’s Global Contact Center Manager where you willlisten 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 regulatoryrequirements● Provide process enhancements, ensuring the highest level of client experience● Assist with customer calls, as neededWhat 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 liaisonbetween ACX and Gartner● Strong business writing and communications skills● Must be able to analyze performance reports, identify key metrics (KPIs), and use them tospot trends and opportunities for improvementWhat we offer 💼 7.000.000 + 10% bonus📚 Growth & learning opportunities (certifications included!)🌍 Work in a multicultural environment with global impact🚀 Career development & leadership training