Who We Are:
Contact Point 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We’re Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next-level talent to our operations as we continue to expand our work-from-home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re proud to provide you with a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your onboarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. Contact Point 360 Inc., is not just somewhere to get a pay cheque but a place where you can call your work home and thrive to your highest potential both professionally and personally.
Job Summary
The ideal candidate for this role is an empathetic, professional and analytical leader who displays evident experience in Coaching Tactics, feedback, leadership, management and data analysis. Committed to achieving positive and equitable outcomes for team members and eager to both learn and upskill teams. The ACE Auditor provides on-site support to the operations of the company in terms of coaching. Ensures fidelity to the program models and leads data-based decision making to maximize the impact of the programs. Alongside managers and recruiters, ACE Auditors foster positive relationships advocating for the most effective implementation of coaching loops, coaching tactics, auditing, team upskilling and action plans to maximize positive and achievable outcomes. This is a full-time role.
Responsibilities:

• Customer communications management experience
• Prior knowledge in coaching tactics and action plans
• Experience in root cause analysis and deep data analysis
• Experience in Leadership skills and Emotional intelligence
• Experience in Operations Management if possible
• Experience in Project Management or related
• 3-5 years' experience minimum in a BPO leading teams
• Lean six sigma experience

Job Duties

• Plan and execute coaching programs aligned with the objectives of the organization.
• Evaluate the individual and organizational development needs (oriented to the newest coaching tactics and Learning Pattern from ACE).
• Work within the allocated budget to design relevant coaching programs
  for all leaders, supervisors and agents.
• Apply various learning methods, such as e-learning, workshops, Flipped Learning, etc.
• Evaluate the success of coaching programs.
• Support the improvement of the coaching system and processes. Make sure the newest coaching tactics are applied in the operations.
• Be aware of new ideas and trends in the sector to offer development sessions that are better and more effective.
• Prepare plans of the activities to be implemented.
• Prepare and analyze periodic reports; submitting reports to your immediate boss or direction on the achievement of objectives.
• Comply with and enforce the processes and procedures of each campaign.
• Comply with and enforce the company's internal policies.
• Comply with and enforce the internal work regulations.
• Comply with and enforce compliance with the PCI policy.
• Develop the competencies and work skills of the personnel in charge.
• Evaluate the performance of the personnel in charge. Focus on follow-ups to make sure there are improvements in behaviors/metrics as needed.
• Demonstrate ability to effectively lead, motivate and influence performance and team behavior.
• Assertiveness in problem solving, giving feedback and informing updates.
• Very strong analytical skills: being able to analyze metrics and results, perform root cause analysis and propose actions to overcome any obstacle.
• Business acumen, understanding the impact of the different decisions made with the equipment.

Conditions

• Basic Salary: 4'000.000 COP
• Schedule: 46h per Week
• Weekends Off.
• Work at home: Not available

Apply Now!
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