Process Lead
1 dia atrás
• Experiencia: 3–6 años en BPM/Operaciones/Mejora Continua liderando proyectos con impacto en KPIs.
Formación: Ing. Industrial/Adm./Sistemas o afín; Lean Six Sigma (GB/BB) deseable
• Inglés intermedio+.
• Experiencia de 3 a 5 años en el producto de remesas o similares.
• Conocimiento de proceso de QA y métricas para Contac Center.
• Controles operativos & compliance (matriz de controles, KRIs, evidencias audit-ready, CAB)
• Métricas & analítica (OKR/KPI, tableros en Power BI/Excel, matrices RACI, otros.)
• Herramientas: Visio/Lucid/Miro; Jira/Asana; BI (Power BI/Excel); RPA/low-code (deseable)
Habilidades
• Liderazgo y Desarrollo de Equipos
• Pensamiento Analítico y Estratégico
• Comunicación e Influencia
• Resolución de Problemas
• Inteligencia Emocional y Adaptabilidad
Job Description:
Diseñar, optimizar y documentar los procesos integrales del área.
- Vigilar por el cumplimiento de los KPI de QA, mediante la ejecución de evaluaciones, dirección de sesiones de calibración (internas, con operaciones y clientes).
- Analizar datos de calidad y operativos para identificar tendencias, causas raíz de errores y oportunidades de mejora (planes de acción y coaching efectivos).
- Supervisar el diseño, ejecución y actualización de todo el material y programas de capacitación (Onboarding, re-entrenamiento, etc.).
- Medir la efectividad de la capacitación y su impacto real en los KPIs operativos y el desempeño de los agentes.
- Administrar la Gestión del Conocimiento (Knowledge Base) para asegurar que sea la fuente única y actualizada de información.
- Presentar informes estratégicos a la dirección sobre el desempeño de la calidad y el impacto de la capacitación.
- Gestor de Riesgos operativos: Asegurarse que se cumplan los controles establecidos los procesos y que se cuente con la documentación de respaldo auditorias de riesgo, regulatorias o cualquier tipo.
- Controles internos & auditoría: Asegurarse que se cumplan los controles establecidos los procesos y que se cuente con la documentación de respaldo auditorias de riesgo, regulatorias o cualquier tipo.
Transnetwork is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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