Customer Service Contact Center Manager (Insurance)

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

- Contact Center Collective Agreement and Service Manager Category

- Salary based on candidate's merit

- 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.

Do you want to take on a management, strategy, and transformation challenge within a technological and constantly growing environment?

We are looking to hire a Service Manager to lead an important Customer Service project in a Contact Center for a renowned company in the insurance sector. A person with a global vision of the business, leadership capacity, and a results orientation, who wants to participate actively in the management, optimization, and evolution of a service, combining strategy, operations, people, processes, and technology.

You will be responsible for the strategic and operational direction of the service, ensuring the fulfillment of quality, productivity, and efficiency objectives, as well as the continuous evolution of the service model.

Your main responsibilities will include:

- Direct and manage User Support and Back Office operations and services under BPO models.

- Lead and develop multidisciplinary teams, fostering a culture oriented toward results and continuous improvement.

- Design, organize, and implement process maps, performing diagnostics and optimization proposals.

- Analyze and define operational models and structures adapted to the needs of the service.

- Lead technical and operational audits, identifying opportunities for improvement.

- Design the strategy, planning, and economic valuation for the implementation and operation of User Support services.

- Drive the digital transformation of the Contact Center, identifying and implementing technological solutions that improve the experience and efficiency of the service.

- Analyze business indicators and translate data into concrete action plans to improve productivity, quality, and efficiency.

- Prepare and present results, analyses, and strategic proposals to clients and internal teams.

- Lead follow-up meetings, performing control of KPIs, commitments, and improvement plans.

- Ensure the correct evolution of the service, anticipating needs and proposing new value solutions for the client.