**unifycx** is growing and we are looking for **customer rentention agents**to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location! **what will you do?** as a **retention agent**you will be responsible to build long-term relationships with customers. your mission is to understand customers needs, to address concerns, and provide real value, all with the goal of **turning potential cancellations into loyalty**. **key requirements** - proven experience in customer **retention** within the **telecommunications sector**: - **advanced english** proficiency (c1 level ) - strong communication and problem-solving skills - a customer-first mindset and a goal-oriented attitude schedule**:8-hour shifts starting between 8:00 am and 9:00 pm,** **two days off per week** **on-site position - barranquilla, colombia** be part of a dynamic team, grow your career, and make an impact! **who we are**: unifycx is a transformative ai platform that empowers and enables teams to deliver efficient, exceptional customer experiences. we engineer superhuman cx through a powerful blend of strategy, omnichannel support, analytics, and ai-driven tools like recruitment ai, agent study buddy, voice of the customer (voc), and automatic qa. our engagement model prioritizes measurable results, like ces and retention, over outdated slas. with a focus on automation, talent enablement, strategic partnerships, and strict data protection, unifycx delivers scalable, personalized, and compliant solutions that create real business impa...
**director of quality & training** **about the role** **key responsibilities** - oversee all training and quality functions in the americas region, ensuring alignment with business objectives and service standards. - lead performance management and development efforts across regional training and quality initiatives. - partner closely with talent acquisition to ensure onboarding success and rapid skill adoption for new hires. - monitor quality assurance metrics and production audits to identify performance gaps and drive continuous improvement. - represent training & quality in client-facing interactions, including qbrs, wbrs, and escalations, serving as the regional point of contact. - deliver on all bau (business as usual) expectations in training and quality while preparing for future growth. - collaborate with cross-functional teams to foster a high-performance culture rooted in coaching, accountability, and development. - travel across regional sites as needed (approximately 1 week/month), especially during initial ramp-up or alignment phases. **what we’re looking for** **must-have qualifications**: - 5+ years of experience in a bpo or contact center environment, with proven leadership in training and/or quality. - demonstrated success managing multi-site or regional operations across the americas. - strong knowledge of qa methodologies, training lifecycle management, and performance analysis. - excellent communication skills and comfort with client-facing responsibilities. - experience leading strategic initiatives in quality improvement and onboa...
At unifycx, we seek talented, goal-oriented individuals to join our team as retention agents. if you have experience in customer retention within the telecommunications industry and possess an advanced level of english, we want to hear from you. what were looking for: proven experience in customer retention in the telecommunications sector english proficiency at a c1 level or higher proven work stability strong communication and problem-solving skills a customer-focused mindset and a results-driven attitude role details: 8-hour shifts starting between 8:00 am and 9:00 pm two days off per week, sunday is always off. on-site position based in barranquilla, colombia base salary + comissions if you meet the requirements and are ready to take on a new professional challenge, apply now and become part of a company that values talent and encourages growth. who we are: unifycx is a transformative ai platform that empowers and enables teams to deliver efficient, exceptional customer experiences. we engineer superhuman cx through a powerful blend of strategy, omnichannel support, analytics, and ai-driven tools like recruitment ai, agent study buddy, voice of the customer (voc), and automatic qa. our engagement model prioritizes measurable results, like ces and retention, over outdated slas. with a focus on automation, talent enablement, strategic partnerships, and strict data protection, unifycx delivers scalable, personalized, and compliant solutions that create real business impact.el equipo reclutador buscará estos conocimientos y habilidades en las postulaciones. añ...
Job summary we are seeking a dynamic and experienced director of quality & training to lead performance and compliance efforts across our contact centers in the americas region (u.s., honduras, dominican republic, and colombia). this is a dual-function leadership role that requires a strategic mindset, hands-on leadership, and the ability to drive excellence in both quality assurance and training programs. qualifications - 5+ years of experience in a bpo or contact center environment, with proven leadership in training and/or quality. - demonstrated success managing multi-site or regional operations across the americas. - strong knowledge of qa methodologies, training lifecycle management, and performance analysis. - excellent communication skills and comfort with client-facing responsibilities. - experience leading strategic initiatives in quality improvement and onboarding optimization. - familiarity with tools such as crm, lms, qm systems, and other training/quality platforms. - high attention to detail, data fluency, and strong organizational skills. - fluency in english and spanish. responsibilities - oversee all training and quality functions in the americas region, ensuring alignment with business objectives and service standards. - lead performance management and development efforts across regional training and quality initiatives. - partner closely with talent acquisition to ensure onboarding success and rapid skill adoption for new hires. - monitor quality assurance metrics and production audits to identify performance gaps and drive continuous improvement. -...
At unifycx, we seek talented, goal-oriented individuals to join our team as retention agents. if you have experience in customer retention within the telecommunications industry and possess an advanced level of english, we want to hear from you. what we’re looking for: - proven experience in customer retention in the telecommunications sector - english proficiency at a c1 level or higher - strong communication and problem-solving skills - a customer-focused mindset and a results-driven attitude role details: - 8-hour shifts starting between 8:00 am and 9:00 pm - two days off per week - on-site position based in barranquilla, colombia if you meet the requirements and are ready to take on a new professional challenge, apply now and become part of a company that values talent and encourages growth. who we are: unifycx is a transformative ai platform that empowers and enables teams to deliver efficient, exceptional customer experiences. we engineer superhuman cx through a powerful blend of strategy, omnichannel support, analytics, and ai-driven tools like recruitment ai, agent study buddy, voice of the customer (voc), and automatic qa. our engagement model prioritizes measurable results, like ces and retention, over outdated slas. with a focus on automation, talent enablement, strategic partnerships, and strict data protection, unifycx delivers scalable, personalized, and compliant solutions that create real business impact....
At unifycx, we seek talented, goal-oriented individuals to join our team as retention agents. if you have experience in customer retention within the telecommunications industry and possess an advanced level of english, we want to hear from you. what were looking for: proven experience in customer retention in the telecommunications sector english proficiency at a c1 level or higher strong communication and problem-solving skills a customer-focused mindset and a results-driven attitude role details: 8-hour shifts starting between 8:00 am and 9:00 pm two days off per week on-site position based in barranquilla, colombia if you meet the requirements and are ready to take on a new professional challenge, apply now and become part of a company that values talent and encourages growth....
At unifycx, we seek talented, goal-oriented individuals to join our team as retention agents. if you have experience in customer retention within the telecommunications industry and possess an advanced level of english, we want to hear from you. what were looking for: proven experience in customer retention in the telecommunications sector english proficiency at a c1 level or higher strong communication and problem-solving skills a customer-focused mindset and a results-driven attitude role details: 8-hour shifts starting between 8:00 am and 9:00 pm two days off per week on-site position based in barranquilla, colombia if you meet the requirements and are ready to take on a new professional challenge, apply now and become part of a company that values talent and encourages growth. who we are: unifycx is a transformative ai platform that empowers and enables teams to deliver efficient, exceptional customer experiences. we engineer superhuman cx through a powerful blend of strategy, omnichannel support, analytics, and ai-driven tools like recruitment ai, agent study buddy, voice of the customer (voc), and automatic qa. our engagement model prioritizes measurable results, like ces and retention, over outdated slas. with a focus on automation, talent enablement, strategic partnerships, and strict data protection, unifycx delivers scalable, personalized, and compliant solutions that create real business impact.el equipo reclutador buscará estos conocimientos y habilidades en las postulaciones. añade las que te faltan a tu perfil para atraer su atención. - educación ...
Job summary unifycx is growing and we are looking for customer rentention agents to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location qualifications - proven experience in customer retention within the telecommunications sector - advanced english proficiency (c1 level ) - strong communication and problem-solving skills - a customer-first mindset and a goal-oriented attitude responsibilities - build long-term relationships with customers - understand customers needs, to address concerns, and provide real value - turn potential cancellations into loyalty skills - customer-first mindset - goal-oriented attitude desired requirements - 8-hour shifts starting between 8:00 am and 9:00 pm - two days off per week - on-site position – barranquilla, colombia benefits - be part of a dynamic team - grow your career - make an impact descripción del trabajo lorem ipsum dolor sit amet , consectetur adipiscing elit. nullam tempor vestibulum ex, eget consequat quam pellentesque vel. etiam congue sed elit nec elementum. morbi diam metus, rutrum id eleifend ac, porta in lectus. sed scelerisque a augue et ornare. donec lacinia nisi nec odio ultricies imperdiet. morbi a dolor dignissim, tristique enim et, semper lacus. morbi laoreet sollicitudin justo eget eleifend. donec felis augue, accumsan in dapibus a, mattis sed ligula. vestibulum at aliquet erat. curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. mauris magna sem, dignissim finibus fermentum ac, placerat at ex. pellentesque aliquet,...
: financial planning & forecasting: develop and maintain financial models to support budgeting, forecasting, and long-term planning. prepare and consolidate annual budgets and quarterly forecasts, ensuring accuracy and alignment with organizational goals. analyze financial trends and variances, providing recommendations for corrective actions. financial analysis: conduct detailed financial analysis to support strategic initiatives and business decisions. evaluate financial performance by comparing actual results to budgeted targets, and identify key drivers of variance. prepare detailed reports and presentations for senior management and stakeholders. provide ad-hoc financial analysis and decision support to various departments as needed. business partnership: partner with business units to understand their financial needs and provide insights to drive business performance. support operational and strategic planning by providing financial analysis and scenario planning. act as a liaison between finance and other departments to ensure effective communication and understanding of financial impacts. reporting & compliance: ensure timely and accurate preparation of monthly, quarterly, and annual financial reports. assist in the preparation of financial presentations for board meetings and investor communications. ensure compliance with financial policies, procedures, and regulatory requirements. process improvement: identify and implement process improvements to enhance the efficiency and effectiveness of the fp&a function. utilize technology and advanced analytical tools to st...
Maintaining financial reports, records, and general ledger accounts. preparing journal entries, analyses, and account reconciliations and assisting with monthly close processes. contributing to the development and review of annual operating budgets and performance projections including monthly reporting for all business units and/or individuals. maintaining documentation for accounts payable, purchasing, and treasury. performing monthly balance sheet reconciliations. preparing elimination schedules for intercompany transactions. responding to information requests, reviewing financial statements, and assisting with audits as needed. maintain digital records for all entities and individuals in accordance with set policies. create execution versions of documents for signature, assist with quality control (spelling errors, formatting, pagination, correct numbering of sections, cross-references, etc.) and coordinate execution. managing various projects for multiple entities and/or individuals with varying levels of complexity. assist with local reporting requirements when and where needed who are you? qualifications bachelor's degree in finance or accounting preferred. 5-7 years combined experience accounting and financial reporting in a multi-company environment. must have strong analytical skills, and the ability to work well within team concept with minimal supervision or direction. excellent communication skills required (both verbal and written) knowledge of us gaap ability to influence all levels in the organization which includes financial and non-financial business partn...
**unifycx** is growing, and we are looking for an experienced staff accountant to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location! **what will you do?** the staff accountant has direct responsibility for maintaining financial records and reports, performing account reconciliations, assisting with budget and close processes, conducting internal audits, and maintaining accounts payable documentation. this role will communicate to key stakeholders regularly and will manage various projects as needed. **responsibilities** - maintaining financial reports, records, and general ledger accounts. - preparing journal entries, analyses, and account reconciliations and assisting with monthly close processes. - contributing to the development and review of annual operating budgets and performance projections including monthly reporting for all business units and/or individuals. - maintaining documentation for accounts payable, purchasing, and treasury. - performing monthly balance sheet reconciliations. - preparing elimination schedules for intercompany transactions. - responding to information requests, reviewing financial statements, and assisting with audits as needed. - maintain digital records for all entities and individuals in accordance with set policies. - create execution versions of documents for signature, assist with quality control (spelling errors, formatting, pagination, correct numbering of sections, cross-references, etc.) and coordinate execution. - managing various projects for multip...
Unifycx is a global customer experience provider with over 20 years of industry expertise. with operations across multiple countries, we are committed to delivering exceptional service by prioritizing peopleour employees, our clients, and their customers. we are currently hiring sales representatives to join our on-site team in barranquilla. in this role, you will be responsible for promoting and selling home warranty services to customers through both inbound and outbound interactions. were looking for driven individuals with at least one year of experience selling intangible services, ideally in the bpo industry. this is a great opportunity to be part of a growing project in a professional, fast-paced, and supportive work environment. requirements: - full-time availability (including weekends and holidays) - at least 1 year of experience in sales of intangible services (bpo experience is a plus) - advanced english level (b2+ or higher) - excellent communication, persuasion, and customer engagement skills - ability to work in a dynamic, goal-oriented environment - strong sales drive and motivation to exceed targets what we offer: - positive and inclusive work environment - professional development and internal growth opportunities - centrally located office with easy access to public transportation (calle 73 via 40 - 350) - the chance to join a growing global company that values people and performance unifycx is a certified woman-owned business and an eoe employer that welcomes diversity. come grow with us! requerimientos - educación mínima: bachillerato / educació...
Unifycx is growing and we are looking for a customer service representative to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location!pay: 2.7 mil cop monthly what will you do? • responsible to act as the first point of contact to provide quality customer service for members, attorneys and associates, answering and managing their inquiries for information or service through inbound and outbound calls. • obtain specific information from a traffic citation and input it into the computer system. • obtain specific information regarding a member’s past driving record and enter it into the computer system. • providing instructions and requirements to members. • relay laws and procedures members must follow for a traffic citation to be handled accordingly. • instruct members of any paperwork needed to work the case and input these instructions into the computer system. • complete various forms of paperwork including membership changes and request for driving records. • precisely note member files in the computer system. • perform other duties as assigned by team lead as needed. • maintain proper records of attendance in the system and adhere to schedule shift. who are you? • you have a high school diploma. • 2+ years customer service experience • you are fluent in english (b2+) • you can operate a computer and are capable to type at least 35 words per minute • you have exceptional communication and interpersonal skills with an emphasis on customer service. • you are fluent in virtual communications. (...
: information gathering and registering: obtain specific information from a traffic citation and input it into the computer system. obtain specific information regarding a member’s past driving record and enter it into the computer system. providing instructions and requirements to members: relay laws and procedures members must follow for a traffic citation to be handled accordingly. instruct members of any paperwork needed to work the case and input these instructions into the computer system. membership updating: complete various forms of paperwork including membership changes and request for driving records. precisely note member files in the computer system. attendance and team lead requirements: perform other duties as assigned by team lead as needed. maintain proper records of attendance in the system and adhere to schedule shift. report to team lead who are you? you have a high school diploma 2+ years customer service experience you are fluent in english (b2+) you can operate a computer and are capable to type at least 35 words per minute you have exceptional communication and interpersonal skills with an emphasis on customer service, including telephone etiquette, voice quality, articulation and listening skills. you are fluent in virtual communications. (emails, instant messaging and calls) who we are: unifycx is a global business process outsourcing company with locations in the u.s., colombia, dominican republic, india, jamaica, honduras, and the philippines, that provides personalized contact centers, business processing, and technology outsourcing solutions. i...
Unifycx is looking for extraordinary seasonal talent acquisition partner to join our motivated and ambitious team in barranquilla. what will you do? the seasonal talent acquisition partner (around 5 months) will play a key role in meeting our aggressive hiring goals for q3 and q4. this position will focus on sourcing, screening, and hiring over 200 customer service representatives for our call center operations. the ideal candidate will bring experience in high-volume recruitment and thrive in a fast-paced, deadline-driven environment. key responsibilities manage the full-cycle recruitment process for call center agent roles, including sourcing, screening, interviewing, and extending offers. partner with talent acquisition leadership and hiring managers to understand workforce needs and adjust strategies as required. develop creative sourcing strategies to attract top talent quickly in a competitive market. screen large volumes of applicants daily to identify candidates who align with unifycx’s customer service excellence standards. coordinate and conduct virtual or onsite interviews and hiring events as needed. ensure timely communication with candidates to maintain a positive candidate experience and reduce time-to-fill. track recruitment metrics and provide regular updates on hiring progress toward the 200+ agent goal. support onboarding processes in partnership with hr and operations to ensure seamless transitions from hire to day 1. who are you? our ideal candidate is an experienced high-volume recruiter who thrives in fa...
Unifycx is growing and we are looking for an operations manager to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location! what will you do? as an operations manager you will be responsible for overseeing and managing day-to-day operations to ensure efficient and effective delivery of services. this role involves leading teams, optimizing processes, and implementing strategies to meet performance targets and enhance client satisfaction. the operations manager will work closely with senior management and clients to drive operational excellence and achieve business objectives. key responsibilities: operational oversight: manage and supervise daily operations to ensure adherence to company policies, client requirements, and service level agreements (slas). oversee multiple teams, including team leads and agents, ensuring optimal performance and productivity. performance management: monitor key performance indicators (kpis) and operational metrics to assess and improve performance. conduct regular performance reviews and provide feedback to team members. implement action plans to address performance issues and achieve performance targets. client relationship management: serve as the primary point of contact for clients, ensuring their needs are met and addressing any concerns or issues. develop and maintain strong relationships with clients, understanding their business requirements and expectations. prepare and present operational reports and performance updates to clients and s...
Unifycx está creciendo y nos encontramos buscando interaction review specialist para unirse a nuestro motivado y ambicioso equipo de trabajo en barranquilla, colombia. ¡Únete y sé uno de los pioneros en nuestro nuevo site! what will you do? this position is based in a back-office environment, with no direct interaction with customers. instead, the focus is on continuous improvement of internal processes, contributing strategically to operational excellence through a collaborative and analytical approach. who are you? you have a high school diploma. you have 2+ years of customer service experience. tier 2, floor support, and backoffice experience is desirable you are fluent in english (b2+), both written and verbal. you are fluent in virtual communications. (emails, instant messaging and calls) who we are: unifycx is a transformative ai platform that empowers and enables teams to deliver efficient, exceptional customer experiences. we engineer superhuman cx through a powerful blend of strategy, omnichannel support, analytics, and ai-driven tools like recruitment ai, agent study buddy, voice of the customer (voc), and automatic qa. our engagement model prioritizes measurable results, like ces and retention, over outdated slas. with a focus on automation, talent enablement, strategic partnerships, and strict data protection, unifycx delivers scalable, personalized, and compliant solutions that create real business impact....
Unifycx está creciendo y nos encontramos buscando agentes de servicio al cliente con fluidez en francés para unirse a nuestro motivado y ambicioso equipo de trabajo en barranquilla. ¡¡¡Únete y sé uno de los pioneros en nuestro nuevo site!!! ¿qué harás? como representante de servicio al cliente, serás responsable de actuar como el primer punto de contacto para brindar un servicio al cliente de calidad, respondiendo y gestionando consultas de información o servicio a través de llamadas entrantes y salientes. el candidato ideal tendrá una fuerte orientación al servicio y la capacidad de comunicarse eficazmente en francés. ¿quién eres tú? tienes un diploma de escuela secundaria. tienes más de 1 año de experiencia en servicio al cliente. hablas francés con fluidez (requisito indispensable). tienes conocimientos de informática y manejo del paquete microsoft office. tienes una velocidad mínima de escritura de 45 palabras por minuto. posees habilidades excepcionales de comunicación e interpersonales con énfasis en el servicio al cliente, incluyendo etiqueta telefónica, calidad de voz, articulación y habilidades de escucha. manejas con soltura las comunicaciones virtuales (correos electrónicos, mensajería instantánea y llamadas). ¿quiénes somos? unifycx es una plataforma de ia transformadora que empodera y capacita a los equipos para ofrecer experiencias al cliente eficientes y excepcionales. diseñamos una atención al cliente “sobrehumana” mediante una poderosa combinación de estrategia, soporte omnicanal, analítica y herramientas impulsadas por ia como reclutamiento con ia, asist...
: design and implement high-performance, reusable, and maintainable javascript code using best practices and design patterns (gang of four and javascript-specific) lead the development and architecture of single-page applications (spas) using angular framework (experience with react or vue.js a plus) ensure code adheres to owasp top 10 security best practices work with ui/ux designers to implement accessible features using aria standards and ensure html5 compliance optimize for performance and accessibility who are you? 5+ years of experience as a javascript developer with a proven track record of building complex web applications in-depth knowledge of javascript fundamentals, including prototype, inheritance, dom manipulation, closures, asynchronous programming and object-oriented principles expert angular developer with deep knowledge of the angular framework strong understanding of javascript (es6+) and typescript. in-depth knowledge of angular concepts, patterns, and best practices, including ngrx. familiarity with react or vue.js is a plus deep knowledge of web components and their development expert-level understanding of grid and flexbox, with strong grasp of css technology (like specificity, cascading order, selectors) understanding and familiarity with the web accessibility standards and their levels (a, aa, and aaa) strong commitment to writing clean, maintainable, and well-documented code ability to work effectively in a team environment and collaborate with designers, developers, and other stakeholders. additional qualities preferred but not required: strong und...
¡unifycx está creciendo! nos encontramos en la búsqueda de agentes de revisión de interacciones para unirse a nuestro motivado y ambicioso equipo en barranquilla, colombia. ¡Únete y sé uno de los pioneros en nuestro nuevo site! ¿qué harás? esta posición se desarrolla en un entorno 100 % back-office, sin contacto directo con los clientes. el enfoque está en la mejora continua de los procesos internos, contribuyendo estratégicamente a la excelencia operativa a través de un enfoque colaborativo y analítico. ¿quién eres tú? tienes un título de secundaria. cuentas con más de 2 años de experiencia en servicio al cliente. se valorará experiencia en soporte de segundo nivel (tier 2), apoyo en piso (floor support) y actividades de backoffice. eres fluido en portugués (b2) - (indispensable) te comunicas de manera efectiva a través de medios virtuales, incluyendo correos electrónicos, mensajería instantánea y llamadas. ¿quiénes somos? unifycx es una plataforma de inteligencia artificial transformadora que empodera y permite a los equipos ofrecer experiencias al cliente eficientes y excepcionales. diseñamos experiencias al cliente "sobrehumanas" mediante una poderosa combinación de estrategia, soporte omnicanal, analítica y herramientas impulsadas por ia como gotalent.ai, voz del cliente y control de calidad automático. nuestro modelo basado en resultados prioriza los logros medibles para más de 200 programas de clientes que atendemos actualmente. con un enfoque en la automatización, el desarrollo del talento, alianzas estratégicas y una ética de datos estricta, unifycx ofrece so...
Unifycx está creciendo y nos encontramos buscando agentes de servicio al cliente con fluidez en francés para unirse a nuestro motivado y ambicioso equipo de trabajo en bogotá, colombia. ¡¡¡Únete y sé uno de los pioneros en nuestro nuevo site!!! ¿qué harás? como representante de servicio al cliente, serás responsable de actuar como el primer punto de contacto para brindar un servicio al cliente de calidad, respondiendo y gestionando consultas de información o servicio a través de llamadas entrantes y salientes. el candidato ideal tendrá una fuerte orientación al servicio y la capacidad de comunicarse eficazmente en francés. ¿quién eres tú? tienes un diploma de escuela secundaria. tienes más de 1 año de experiencia en servicio al cliente. hablas francés con fluidez (requisito indispensable). tienes conocimientos de informática y manejo del paquete microsoft office. tienes una velocidad mínima de escritura de 45 palabras por minuto. posees habilidades excepcionales de comunicación e interpersonales con énfasis en el servicio al cliente, incluyendo etiqueta telefónica, calidad de voz, articulación y habilidades de escucha. manejas con soltura las comunicaciones virtuales (correos electrónicos, mensajería instantánea y llamadas). ¿quiénes somos? unifycx es una plataforma de inteligencia artificial transformadora que empodera y permite a los equipos ofrecer experiencias al cliente eficientes y excepcionales. diseñamos experiencias al cliente "sobrehumanas" mediante una poderosa combinación de estrategia, soporte omnicanal, analítica y herramientas impulsadas por ia como gotalen...
¡unifycx está creciendo! nos encontramos en la búsqueda de agentes de revisión de interacciones para unirse a nuestro motivado y ambicioso equipo en bogotá, colombia. ¡Únete y sé uno de los pioneros en nuestro nuevo site! ¿qué harás? esta posición se desarrolla en un entorno 100 % back-office, sin contacto directo con los clientes. el enfoque está en la mejora continua de los procesos internos, contribuyendo estratégicamente a la excelencia operativa a través de un enfoque colaborativo y analítico. ¿quién eres tú? tienes un título de secundaria. cuentas con más de 2 años de experiencia en servicio al cliente. se valorará experiencia en soporte de segundo nivel (tier 2), apoyo en piso (floor support) y actividades de backoffice. eres fluido en portugués (b2) - (indispensable) te comunicas de manera efectiva a través de medios virtuales, incluyendo correos electrónicos, mensajería instantánea y llamadas. ¿quiénes somos? unifycx es una plataforma de inteligencia artificial transformadora que empodera y permite a los equipos ofrecer experiencias al cliente eficientes y excepcionales. diseñamos experiencias al cliente "sobrehumanas" mediante una poderosa combinación de estrategia, soporte omnicanal, analítica y herramientas impulsadas por ia como gotalent.ai, voz del cliente y control de calidad automático. nuestro modelo basado en resultados prioriza los logros medibles para más de 200 programas de clientes que atendemos actualmente. con un enfoque en la automatización, el desarrollo del talento, alianzas estratégicas y una ética de datos estricta, unifycx ofrece soluciones ...
Unifycx is growing and we are looking for a call center team lead to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location! what will you do? the call center team lead is responsible for overseeing and guiding a team of customer service representatives to ensure exceptional service delivery and operational efficiency. this role involves managing daily operations, monitoring performance, providing coaching and support, and addressing complex customer inquiries. the team lead will play a pivotal role in achieving the team's goals and maintaining high customer satisfaction levels. key responsibilities: team management: supervise and support a team of call center representatives. conduct regular team meetings and one-on-one coaching sessions. monitor and evaluate team performance, providing constructive feedback and guidance. manage scheduling and ensure adequate coverage to meet service level targets. performance monitoring: track key performance indicators (kpis) such as call volume, average handle time, and customer satisfaction scores. analyze performance data and prepare reports for management review. implement and oversee performance improvement plans as needed. customer service excellence: handle escalated customer issues and resolve complex inquiries. ensure adherence to company policies and procedures for handling customer interactions. foster a customer-centric culture within the team. training and development: onboard and train new team members, ensuring they understand job responsibilities and perf...
Unifycx is growing and we are looking for a quality assurance monitor to join our motivated and ambitious team in barranquilla, colombia. come be one of the pioneers at our newest location! what will you do? as a quality assurance monitor you will be responsible for evaluating and improving the performance and efficiency of call center representatives. this role involves monitoring call interactions, assessing adherence to company policies and procedures, and ensuring the delivery of high-quality customer service. the quality assurance monitor will provide feedback and recommendations for improvement to enhance overall customer satisfaction and operational effectiveness. key responsibilities call monitoring and evaluation: conduct regular and random evaluations of call center interactions to ensure adherence to quality standards and procedures. assess representative performance based on established metrics, including customer service, communication skills, compliance, and problem resolution. performance feedback: provide constructive feedback and coaching to call center agents based on evaluation results. develop and deliver performance improvement plans for agents as needed. recognize and reward high-performing agents to encourage positive performance. reporting and analysis: compile and analyze quality data and performance metrics to identify trends and areas for improvement. prepare detailed reports on call quality, agent performance, and customer satisfaction. present findings and recommendations to management and contribute to strategic decision-making. c...
¡unifycx está creciendo! nos encontramos en la búsqueda de agentes de revisión de interacciones para unirse a nuestro motivado y ambicioso equipo en barranquilla, colombia. ¡Únete y sé uno de los pioneros en nuestro nuevo site! ¿qué harás? esta posición se desarrolla en un entorno 100 % back-office, sin contacto directo con los clientes. el enfoque está en la mejora continua de los procesos internos, contribuyendo estratégicamente a la excelencia operativa a través de un enfoque colaborativo y analítico. ¿quién eres tú? tienes un título de secundaria. cuentas con más de 2 años de experiencia en servicio al cliente. se valorará experiencia en soporte de segundo nivel (tier 2), apoyo en piso (floor support) y actividades de backoffice. eres fluido en portugués (b2) - (indispensable) te comunicas de manera efectiva a través de medios virtuales, incluyendo correos electrónicos, mensajería instantánea y llamadas. ¿quiénes somos? unifycx es una empresa emergente de tercerización de procesos empresariales (bpo) con fuerte presencia en estados unidos, colombia, república dominicana, india, honduras y filipinas. brindamos soluciones personalizadas en centros de contacto, procesamiento de negocios y tercerización tecnológica a clientes de todo el mundo. en casi dos décadas, hemos crecido de ser un pequeño equipo a convertirnos en una organización global, con colaboradores comprometidos a brindar soporte de calidad a nuestra clientela internacional. en unifycx, aprovechamos tecnologías avanzadas de inteligencia artificial para mejorar la experiencia del cliente (cx) y optimizar ...
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