Customer Service Contact Center Manager (Banking)

- Working day from 9:00 to 18:00 from Monday to Thursday and on Fridays from 9:00 to 17:00

- Contact Center Collective Agreement and Service Manager Category

- Salary based on the candidate's value

- Stable project within a consolidated and growing company.

- Employee benefits and discount portal.

- Associate's or Bachelor's Degree is valued

- Advanced knowledge in lead management systems, customer service techniques, loyalty programs, and Information Security.

- Experience in the implementation of digital solutions for Contact Centers.

- Conception and development of strategic business presentations and analytics tools for the generation of dashboards.

- Interactive Voice Response services: (IVR, voice portals, virtual assistants) and CRM.

Lead. Transform. Evolve the service.

At Servinform, we are looking to hire a Service Manager to lead a Customer Service project in a Contact Center for a renowned entity in the banking sector. If you have experience managing Contact Center operations and are looking for a project where you can contribute your vision, lead teams, and participate in the transformation of a service, we want to meet you.

You will be the person responsible for leading the operation and ensuring the evolution of the service, working closely with the client and with Servinform's teams. Your objective will be to ensure that the operation reaches its quality, productivity, efficiency, and customer experience goals, anticipating business needs and converting data and results into improvement opportunities. We are not just looking for someone to manage the day-to-day. We are looking for a person capable of understanding the business, leading teams, making decisions, and evolving the service.

- Manage and develop multidisciplinary teams, promoting commitment and a results orientation.

- Act as the service interlocutor with the client, building a relationship based on trust and the achievement of objectives.

- Analyze the main business and operational indicators, detecting trends, deviations, and opportunities.

- Design and implement continuous improvement and action plans.

- Lead follow-up meetings and present results, conclusions, and evolution proposals.

- Review and optimize processes, sizing, and operating models to improve service efficiency.

- Participate in the planning and economic assessment of new needs, initiatives, and evolutions.

- Drive the incorporation of digital and technological solutions applied to the Contact Center.

- Work with analytics tools, Business Intelligence, and dashboards to facilitate decision-making.

- Coordinate projects oriented toward improving customer experience, quality, and productivity.

- Ensure correct compliance with the procedures and standards established for the provision of the service.

- Identify new opportunities that allow for providing greater value to the client and evolving the operation.