{"id":2471509,"url":"https://alion.io/job/pacifica-continental-contact-center-manager-pacifica-continental","title":"Contact Center Manager - Pacifica Continental","company":{"id":2681252,"name":"Pacifica Continental","domain":"pacificacontinental.com","url":"https://alion.io/company/pacifica-continental","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Buenos Aires, Argentina"],"countries":["AR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":85000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T19:54:57Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-22T07:40:08Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"At Pacifica Continental, we are currently working with a leading global electronics company in search of a Contact Center Manager to join their team!\nPosition Title: Contact Center Manager\nDivision: Contact Center Operation\nTeam/Group: Customer Satisfaction\nRole Objective\nResponsible for SEASA’s Contact Center operation through all the channels: call center, chat, Samsung.com, etc.\nMaximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.\nProvide efficient solutions to customers by developing and operating online contents. Also responsible for all the customer´s VOC and claims.\nFocus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer.\nMinimum Requirements\nAcademic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.\nProfessional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronics.\nSpecific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform.\nLanguages: Fluent English\nAreas of responsibility\nCustomer Experience Management\nMaximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.\nAnalyze all the processes that customers experience and participate in providing suitable customer services accordingly\n- Measurement Criteria: FCR, NPU, VOC indicators\nQuality Management\nResponsible for area KPIs.\nAnalysis regarding metrics and improvement resolutions.\nCommunicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.\nResponsible for surveys administration, results follow up and improvement plans\n- Measurement Criteria: percentage for each indicator. CPR, RCR, CAR, SL, CSS, NPS\nCustomer Support Management\nResponsible for vendor operation, SLA, quality and control.\nProvide efficient solutions to customers by developing and operating online contents.\nPerform activities for customer support by developing contents for customers to find solutions for problems through online\n- Measurement Criteria: FCR indicator\nRemote Customer Support\nSolve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.\n- Measurement Criteria: percentage of interactions with remote support over the total of interactions.\nMarket Research Management\nAnalyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.\nProvide insight based on market research, benchmarks, competitors or other subsidiaries best practices.\nBenchmark with other LAO subs to understand team structure and try to replicate best practices.\n- Measurement Criteria: LAO's best practices sessions attendance.\nOthers\nHQ point of contact.\nPIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders\nHybrid modality.","description_format":"text","description_chars":3129,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing"],"lifecycle":[{"event":"open","at":"2026-10-13T19:54:57Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.523,"p_room":1,"age_days":8,"expected_fill_days":36,"reasons":["conf:2","agency","velocity","win:early","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/pacifica-continental-contact-center-manager-pacifica-continental","json_url":"https://alion.io/job/pacifica-continental-contact-center-manager-pacifica-continental.json","meta":{"generated_at":"2026-10-22T09:13:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5807,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2681252},"rest":"https://alion.io/mcp/rest/get_company?id=2681252"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpacifica-continental-contact-center-manager-pacifica-continental"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpacifica-continental-contact-center-manager-pacifica-continental"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpacifica-continental-contact-center-manager-pacifica-continental"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pacifica-continental-contact-center-manager-pacifica-continental\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpacifica-continental-contact-center-manager-pacifica-continental"}]}