Playing a key role in projects within a functional CX area. Bringing expertise to their CX area and can execute complex tasks efficiently, with limited guidance. Suggesting process improvements and plays a role in refining current playbooks. In some circumstances, may lead operational teams under the guidance of senior members.

Years of Experience: Minimum of 2-4 years of experience in service delivery in-house, operations, or a BPO environment with direct exposure to process improvement, data analysis, and incident management. Bachelor's/Post Graduate Degree: Bachelor’s Degree in a business-related field or equivalent experience. Soft Skills Resilience: Ability to efficiently manage a steady stream of customer interactions, balancing performance metrics, while remaining positive through change and stressful situations. Technical Savvy: Ability to multi-task and navigate multiple systems/applications simultaneously, with speed and accuracy. Integrity: Ability to manage sensitive customer information and adhere to all Regulatory and Compliance guidelines. Problem-Solving: Able to conduct root cause analysis and offer practical solutions to improve performance. Attention to Detail: High accuracy in managing data, processes, and performance metrics. Adaptability: Flexible to adapt to changing processes, tools, and operational dynamics. Confidence in Uncertainty: Handle uncertainty with confidence and take full ownership of assignments. Accountability: Self-directed and motivated; takes responsibility for achieving goals and meeting deadlines while prioritizing work optimally. Communication Communicates clearly and effectively within and across teams. Provides guidance and support to junior team members in communication practices. Engages in sophisticated written communication, crafting detailed reports or presentations. Demonstrates improved listening skills and understanding of diverse perspectives. Effectively communicates complex ideas to diverse audiences. Starts to build compelling storytelling to address topics across CX. Stakeholders management Identifies and categorizes stakeholders based on their influence, interest, and impact. Communicates project updates effectively using various channels. Actively seeks feedback from stakeholders and addresses their concerns. Leadership Shows self-discipline, manages time effectively and adapts to changes efficiently. Plans and allocates time to meet objectives. Capable of setting meaningful, values-aligned goals with a clear vision for professional development. Supports junior team members in self-management, organization, and time management. Starts to lead team/project members, focusing on operational tasks. Hard Skills Data Analysis & Reporting Tools Proficiency: Proficient in tools like Excel and Google Sheets. CRM or CS Platform Proficiency: Proven experience with BPO management tools and CRM systems. Languages Fluency in English is required, both written and spoken. Spanish native speaker. Demonstrates intermediate English proficiency. Data analysis & Problem solving Dissects moderately complex problems into manageable parts, applying analytical tools and techniques. Demonstrates strong logical reasoning skills and can handle moderately complex analytical tasks independently. Defines customer feedback categories and implements systems to track and analyze feedback. Begins to identify correlations between product features and customer complaints. Analyzes diverse data sets, recognizing patterns, and providing interpretations and solutions. Project management Leads medium-sized projects or initiatives within their CX area. Develops and manages comprehensive project plans, schedules, and budgets. Handles stakeholder interactions and communications. Conducts risk assessments autonomously and proposes solutions. Understand the Business & Create User Value Demonstrates a comprehensive understanding of the organization's products/services and their value propositions. Shows expertise in CX KPIs (CSAT, CPO, TPO, QA score) and manages outsourced operations with ease. Analyzes customer needs and behaviors to suggest experience improvements. Contributes ideas to enhance the user experience within specific areas. Understands various customer journey touchpoints and emerging market trends. Preferred Qualifications Experience in Customer Experience (CX), FinTech, Super apps, Startups, or similar industries is preferred. Back office process experience is a plus.