The Wise Seeker is the leading HR technology company in unbiased talent evaluation.

With over 15 years in the industry analyzing the needs and demands of the job market, we are capable of identifying the best talent for each company thanks to our team of professionals and our SaaS platform integrated with Artificial Intelligence.

We are efficient, evaluate talent objectively without bias, and close hiring times in record time, delivering optimal results.

1. Data and Process Management

• Measurement and optimization of service metrics (NPS, CSAT, quality, response times).
• Time slot design.
• Relating service metrics to business metrics.
• Quantifying customer feedback and product impact on operations.
• Optimization of performance metrics (productivity, capacity, idleness) in service operations.
• Work collaboratively with the Data team to present data in an effective and accessible manner.
• Support with the execution and formulation of team objectives (OKRs).

2. Process Improvement and Automation

• Identify opportunities to improve processes and automate manual tasks.
• Implement new structures and processes that optimize team efficiency.
• Propose and integrate technological solutions to improve operational efficiency and reduce manual tasks.

3. AI Implementation and Management

• Research and promote the use of artificial intelligence to improve Customer Experience processes.
• Regulate and supervise the use of AI within the team, ensuring its effectiveness and alignment with objectives.

4. Maintain a culture of continuous learning

• Stay up to date with analytical technology tools that facilitate the objectives of the Customer Experience team.
• Stay up to date on various topics related to user support, customer success and retention

5. Be part of a world-class team.

• Promote and facilitate data-driven decisions.
• Set performance expectations and provide feedback to the direct leader.
• Participate in a culture that places the customer first and achieves success.
• Promote the Alegra culture among the work team and users.

What do we expect from you? 🧐

We are looking for professionals in Industrial Engineering, Process Engineering, Mathematics, Data Analyst

•  3-4 years of experience in service operations, either BPO or customer experience/customer success teams.
• Ideally, have experience in 24/7 operations.
• Basic or intermediate knowledge of artificial intelligence and automation.
• Knowledge in achieving objectives or OKR methodologies.
• Knowledge of CRM data management.
• Passion for technology.
• Strong communication skills both verbal and written.
• Curiosity: showing interest in learning beyond what is taken for granted and the ability to investigate.
• Proactive and purposeful capacity.
• Result-orientation and continuous improvement

It's a plus if… 👇

• Knowledge and handling of accounting software.

Rejoice with… ⭐️

• Doing what you love working 100% remotely. 💖
• A stable, long-term working relationship 🤝, not freelance!
• Career plan, opportunity to continue taking your skills to the next level. 🚀
• Sharing with a talent that transcends borders and cultures. 🗺️
• Spaces to socialize and share tastes of all kinds. 💬
• An environment to experiment, learn from mistakes and work autonomously but with a lot of commitment and responsibility. 💡
• Turn reading into your best ally for learning 📚, with access to educational platforms, courses with certifications, training and a virtual library that helps you continue developing day by day.
• Your health comes first, and therefore we support you with its coverage
• Two days of care per year, in addition to your vacation. 😎
• Financial support to take your workplace to the next level. 💪💻
• Celebrate your birthday with a special dinner with those you love the most and a half day off. 🥳
• English classes 🇺🇸
• Coaching to support and enhance the growth of people facing new projects and leadership challenges.🏆
• Being in a place that thinks about growing while you do too, that offers you wellness programs and quality of life talks. 🚀

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