**About the company** Grupo Nacional Provincial is a leading insurance company in Mexico, with over 100 years of experience providing quality services to its customers. Our company stands out for its commitment to excellence and the professional development of its employees. By joining our team, you will have the opportunity to grow professionally in a collaborative and dynamic work environment. Location: Coyoacán, Mexico City **Job Requirements** Minimum education: University studies in progress or incomplete. Experience in call centers. Advanced knowledge in trend analysis and WFM tools. Availability to rotate shifts every 2 months. Rotating weekdays off and weekends off every 2 months. **Job Responsibilities** * Monitor real-time operations to ensure compliance with service levels and contact center KPIs (effective time). * Review adherence to the capacity plan to prevent impacts on scheduled operations. * Identify deviations with responsible parties and operators who are outside the daily work strategy or plan to manage productivity compliance. **Benefits and additional perks** Monthly salary of $14,186.00 gross Permanent hiring Full-time schedule On-site work mode Opportunities for professional development and growth within the company Benefits exceeding legal requirements. Savings fund. Grocery vouchers. Transportation.