Responsible for ensuring compliance with employee work schedules through the review of biweekly reports. Creation of reports on overtime hours, holidays, and sick leave on a biweekly or monthly basis. Creation of hybrid schedule modalities for staff members. Identification of recreational activities for work teams. Leading negotiation processes with service providers. Monthly reports on the billing process. Creation and management of digital agenda: virtual meetings, in-person meetings, personal events, travel arrangements, etc. Assertive communication between senior management and work teams at both national and international levels.

Responsible for leading various teams under the Scrum methodology, focused on agile processes, adaptation, and understanding of the methodology as part of the organizational structure, identifying continuous improvement in processes or workflows.

Daily analysis of the interaction between service agents and customers through various digital channels to collect service samples for service evaluations. Evaluation reports on customer service based on criteria such as: effective communication, proper use of English or Spanish, accurate information, spelling, among other aspects. Create feedback processes with service agents aimed at optimizing the value of human talent and their skills, while ensuring optimal service. Participation in a service agent incentive program.

Provide support to Procter and Gamble employees worldwide, both remotely and in person. Room reservation support at sites worldwide, coordination of audiovisual equipment for conferences or work sessions, scheduling of employee agendas, technical support related to electronic equipment, coordination of food services. Support through calls, chats, or e-mail. Service optimization through metrics and training processes under the 5S framework.