**Duties**: a) Ensure that supervisors understand and comply with all objectives, performance standards and call center policies. and policies of the call center. b) Identify the root cause of the operation's major opportunities through the leadership academy methodology and processes. and leadership academy processes c) Create action plans with specific goals and timelines directly related to improving behaviors in our interactions with our customers. improve the behaviors in our interactions with customers that will deliver the results. d) Follow up on the day-to-day operation and the compliance of metrics related to the product. product e) of our customer and financial metrics through the fulfillment of monthly, weekly and daily hours, weekly and daily hours f) Monitor and evaluate supervisor performance, providing learning or coaching opportunities, and taking corrective action. training, and taking corrective action, if necessary. g) Analyze operational metrics and prepare respective reports to assist management in determining and meeting the determine and meet call center objectives. h) Work together with other departments such as human resources, recruiting, accounting, quality, and training to be aligned in and training to be aligned on processes and standards. i) Understand customer needs and provide solutions and support. j) Organize and coordinate supervisor schedules. k) Comply and enforce internal work rules and regulations. l) Comply and enforce compliance with Company policies. **Condition**: - KPI Bonuses - 100% Work on site. - 46 hours per week - Days OFF based on OPS needs **From Maple Leaf to Colombia: Proudly Colombian, Uniquely Canadian.