Customer Service Contact Center Manager

- Working day from 9:00 to 18:00 from Monday to Thursday and on Fridays from 9:00 to 15:00.

- 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.

At Servinform, we are looking to hire a Contact Center Customer Service Manager to lead a Customer Service project. If you have experience managing Contact Center operations, you enjoy working with data, leading teams, and being close to the customer, you will have the opportunity to contribute your vision and participate actively in the evolution of the service.

You will be the person responsible for leading the operation and guaranteeing the evolution of the service, working closely with both the client and the Servinform teams.

Your mission will be to ensure compliance with quality, productivity, efficiency, and customer experience objectives, by analyzing results, anticipating business needs, and converting data into improvement opportunities.

We are looking for a person with business vision, leadership capacity, and a results orientation, who does not limit themselves to managing day-to-day operations, but wants to grow and evolve the service.

What will you do on a day-to-day basis?

• Lead and develop multidisciplinary teams, driving their commitment and results orientation.
• Be the main interlocutor for the service with the client, building a close and objective-oriented relationship.
• Analyze KPIs and business and operational indicators to detect trends, deviations, and improvement opportunities.
• Design and drive action plans and continuous improvement projects.
• 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 digital and technological solutions applied to the Contact Center.
• Use analytics tools, Business Intelligence, and dashboards to facilitate decision-making.
• Coordinate projects aimed at improving customer experience, quality, and productivity.
• Guarantee compliance with established procedures and standards for service delivery.
• Detect new opportunities that allow for adding value and continuing to evolve the operation.