Direct supervision and follow up of 48 call center agents and 4 mid-level managers.• Influence the lives of others: Develop, train, and manage team members• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations• Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations• Define company´s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction• Keep General Manager updated: Relay important information in the form of timely and accurate reports• Human Resources: To recruit, interview and hire employees for different roles in the company • Generate internal and external procedures and follow up on processes/ Training• Data report in a monthly basis with project results