• TELEOPERADOR ATENCIÓN AL CLIENTE PARA CLINICA CHILENA - SOPORTE A TECNOLOGÍA MEDICA TRABAJO 100% REMOTO • Proporcionar asistencia al cliente en el área de salud a través de múltiples canales. • Manejar consultas y ofrecer soporte técnico relacionado con tecnología médica.

• Collaborates with the Director of Contact Center to develop and implement strategies that differentiate member support through exceptional service delivery. • Fosters a positive, professional, and engaging work environment that encourages enthusiasm, collaboration, and excellence. • Acts as a subject matter expert (SME) for all credit union policies and procedures, with a special focus on over-the-phone and digital member interaction Provides guidance to leadership and staff to ensure policy adherence and service excellence. • Designs and oversees a comprehensive Channel Services Quality Management program, ensuring alignment with strategic goals and member satisfaction standards. • Creates a robust onboarding program tailored to frontline employees and leadership, equipping them with resources, coaching, and support for confidence and success. • Leads and manages a team of trainers, providing guidance, mentorship, and support to ensure the effective delivery of training programs that align with organizational goals. • Manages and maintains Channel Services knowledge base content, ensuring it is accurate, up-to-date, and aligned with staff needs. • Analyzes member feedback from complaints, surveys, and call recordings to identify pain points and collaborates with leadership on solutions to reduce friction. • Provides actionable insights to various departments and credit union leadership regarding service trends, gaps, and opportunities for improvement. • Participates in and leads projects related to quality assurance, training, and service enhancement, often stepping into a project management role to ensure deliverables are met and initiatives are successfully implemented. • Develops and delivers insightful reporting for Channel Services leadership and senior stakeholders, focusing on actionable data to drive decisions. Researches and shares best practices for member and employee engagement, integrating insights into the organization’s culture and processes. • Ensures service delivery excellence across all interaction channels by tailoring solutions to meet unique member needs. • Serves as an administrator of and optimizes speech analytics technology, providing training and support for leaders to leverage the platform effectively. • Serves as a subject matter expert on the service recovery platform, ensuring best-in-class practices for achieving high-resolution rates. • All other duties as assigned.

• Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals • Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units • Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements • Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization • Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development • Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders • Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making • Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives • Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance • Communicate workforce insights, risks, and recommendations to senior leadership and business partners • Utilize statistical forecasting methods and workforce management tools to improve planning accuracy • Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices • Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups

• Handle customer service and commercial negotiations with customers by phone and WhatsApp, on both outbound and inbound contacts; • Manage leads and carry out prospecting activities, identifying opportunities for new business; • Register subscriptions, applying benefits, campaigns and discounts in accordance with company policies; • Update, control and organize commercial information in internal systems and Excel spreadsheets, ensuring data quality and reliability.