Telesales Project Management

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What will you do as a Project Manager?

Provide operational and analytical support to the Telesales operation and external partners, ensuring the correct execution of processes, training, and adoption of operational changes, as well as the monitoring of indicators, quality standards, and performance. Identify improvement opportunities and coordinate initiatives with cross-functional teams to strengthen the efficiency, productivity, and commercial results of the operation.

Job Responsibilities:

• Provide operational support to Telesales and partners through communication, follow-up, and accompaniment in the implementation of processes, operational changes, and commercial guidelines, to ensure their correct adoption and execution, contributing to the continuity and efficiency of the operation.
• Coordinate the implementation of operational initiatives and projects, following up on action plans, responsible parties, timelines, and KPIs to ensure their correct execution and achievement of results.
• Analyze operational performance indicators through the review of operational, commercial, and quality metrics, identifying trends, deviations, and relevant behaviors to generate insights and recommendations that allow for the detection of improvement opportunities and the optimization of Telesales performance and results.
• Follow up on onboarding and nesting processes by monitoring performance evolution, reviewing indicators, and timely detection of risks and deviations, to ensure an adequate transition of teams to the operation and contribute to stability, productivity, and metric compliance.
• Design and deliver training, reinforcement sessions, and operational or commercial updates by identifying learning needs, developing materials, and executing sessions with teams, to ensure the correct transfer and adoption of knowledge, strengthening operational and commercial performance.
• Prepare, update, and manage procedures, manuals, operational guides, and training materials through periodic content review, validation with involved areas, and maintenance of current documentation, to ensure the availability of clear, consistent, and accessible information that facilitates the correct execution of operational processes.
• Monitor compliance with processes and quality standards, identifying optimization opportunities and coordinating corrective and continuous improvement actions to increase the efficiency and effectiveness of the operation.
• Coordinate and collaborate with Operations, Training, Quality, Learning Experience, Workforce, Recruitment, Human Resources, and other stakeholders through the alignment of needs, follow-up on agreements, and coordination of operational initiatives, to ensure consistent, timely, and efficient execution of processes.

Position Requirements:

• Degree holder (Licenciatura).
• 2 to 4 years of experience in telesales operations, call center, customer experience, training, quality, operational support, or process improvement.
• Experience in onboarding, nesting, and operational performance monitoring processes.
• Experience delivering training, reinforcement sessions, and operational or commercial accompaniment.
• Experience documenting processes, procedures, operational guides, and training materials.
• Experience in quality monitoring and follow-up of operational and commercial indicators.
• Experience analyzing processes and identifying opportunities for operational improvement and optimization.
• Experience collaborating transversally with Operations, Training, Quality, Workforce, Product, and other support teams.
• Experience in following up and executing results-oriented action plans.
• Experience working with external commercial providers or partners is desirable.

Knowledge:

• Operational processes of telesales, call center, and customer experience.
• Onboarding, nesting, and performance management processes.
• Training and adult learning methodologies.
• Design and execution of operational and commercial training.
• Document management and preparation of procedures, guides, and operational materials.
• Quality monitoring and performance evaluation.
• Analysis of operational and commercial indicators.
• Continuous improvement methodologies and process optimization.
• Coordination and follow-up of operational projects and initiatives.
• Intermediate Excel and analysis and reporting tools.
• Management of CRM and commercial operations management platforms.
• Advanced English (indispensable).

Skills:

• Analytical capacity to interpret metrics, identify trends, and detect improvement opportunities.
• Ability to structure and resolve operational problems.
• Training facilitation and effective knowledge transfer.
• Clear communication and ability to influence operational teams and stakeholders.
• Ability to work transversally and coordinate actions with different areas.
• Organization and simultaneous follow-up of initiatives, processes, and action plans.
• Attention to detail and focus on quality and compliance with standards.
• Adaptability to manage changes in processes, tools, and operational priorities.
• Ability to generate recommendations and improvement proposals based on data.
• Orientation toward results, operational efficiency, and continuous improvement.

We Offer:

• Competitive salary
• Statutory benefits (Prestaciones de ley)
• Monthly bonus
• SGMM (Major Medical Expenses Insurance)
• Life Insurance
• 20 vacation days
• 3 flex days

Schedules:

Monday to Friday: 9:00 am to 7:00 pm.

Interested parties apply through this medium by attaching their curriculum vitae.

Why join Banco PLATA?

We believe in people before positions. Here you will find a place where your effort is recognized, your growth matters, and every achievement is celebrated as a team. We are a company that bets on talent, drives new opportunities, and accompanies your professional development at every step.