• Supervisar las operaciones diarias de la infraestructura cloud, garantizando disponibilidad, rendimiento y seguridad. • Coordinar al equipo técnico y asegurar calidad, priorización y cumplimiento de entregas. • Diseñar y mantener infraestructura en Azure y/o AWS mediante herramientas de IaC como Terraform, Bicep o CloudFormation. • Gestionar pipelines CI/CD y procesos automatizados de despliegue. • Administrar redes, identidades, políticas de seguridad y entornos operativos. • Resolver incidencias complejas y optimizar procesos de forma continua. • Colaborar con arquitectura, desarrollo y seguridad para alinear soluciones. • Documentar estándares, procedimientos operativos y configuraciones técnicas. • Impulsar buenas prácticas ágiles e ITIL.

• Assist the Director of Operations with daily administrative and operational tasks (task tracking, data entry, scheduling, etc.). • Maintain daily data hygiene in the HubSpot CRM: update contacts, pipelines, and workflows to ensure accuracy. • Log client interactions and meeting notes into HubSpot to keep all records current for follow-up and reporting. • Track key metrics and projects: maintain and update KPIs, team responsibilities, and project statuses; help prepare summary reports or dashboards. • Coordinate calendars and follow-ups: schedule meetings and reminders, and handle minor recruiting administrative tasks (e.g. interview scheduling). • Proactively identify process gaps or communication breakdowns and work with the team to improve workflows. • Collaborate cross-functionally with account managers, recruiters, and executives to support company-wide initiatives and keep information flowing.

• Monitor agent status in real time • Actively monitor dashboards to ensure optimal staffing to demand levels • Evaluate large amounts of data • Monitor, analyze, and adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data • Solicit extra hours or offer voluntary time off where applicable, to ensure staffing meets forecasted volumes • Actively communicate with the interpreting and support teams facilitating real-time schedule adjustments • Work with the WFM Manager to perform root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness • Support same-day schedule adjustments aligned with current staffing and demand needs • Ensure all same-day schedule adjustments are recorded in a timely and accurate manner • Ensure that daily operations reflect the company’s missions and core values • Maintain a positive, safe, and inclusive workplace • Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

• Own day-to-day CX delivery across Tbilisi-based shifts, including queue management, handovers and weekend coverage. • Maintain tight control of backlogs, SLAs and quality standards. • Act early when performance slips — do not allow issues to drift or escalate unnecessarily. • Line-manage CX Analysts and Senior Analysts based in Tbilisi. • Set clear expectations around ownership, judgement and decision-making. • Coach team members to solve problems independently and raise the standard of what “senior” means. • Drive consistent and effective use of CX tools, workflows, macros and reporting. • Challenge manual work, duplication and low-value activity. • Turn repeat issues into permanent fixes in partnership with Operations, Product and Technology teams. • Replace “we need more people” with evidence-based analysis and better ways of working. • Act as the primary operational counterpart for CX in Tbilisi.