Customer Service Manager

Jobtailor; São Paulo; Híbrido; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, is looking for a Customer Service Operations Manager to lead partner-driven service delivery and ensure SLA compliance across the support network. You will drive continuous process improvements, analyze why customers contact us, and align internal teams to deliver an excellent customer journey while sustaining top-tier operational performance.

This role emphasizes collaboration with sales and tech partners to optimize response times, quality, and customer

Qualificações

• Knowledge of Genesys tools and Salesforce CRM required.
• Bachelor's degree in Business Administration or Insurance Business Management.
• Postgraduate studies completed or in progress.

Responsabilidades

• Ensure excellence in customer service operations through partner management.
• Ensure compliance with service-level agreements.
• Deliver high-quality customer support for the Sales team.
• Analyze main reasons for customer contacts.
• Identify opportunities for continuous process improvement.
• Drive efficiency gains and improve the customer experience.
• Manage and monitor performance of partners handling service operations.
• Ensure compliance with SLAs and metrics, including APs and AHT.
• Foster alignment across internal teams to improve customer journeys.
• Support resolution of critical issues by finding low-impact solutions.
• Lead governance and performance meetings with partners and plan actions.
• Act as primary interface between customer service ops and commercial teams.
• Ensure fast, accurate, and consistent responses to claims and requests.

Conhecimentos

Customer Service Operations Management

Compliance With Service-Level AGREe m<

Data Analysis

Formação académica

Bachelor's degree in Business Administration or Insurance Business Management

Postgraduate studies (completed or ongoing)

Ferramentas

Genesys Customer Service Tools

Salesforce CRM

Descrição da oferta de emprego

• Ensure excellence in customer service operations through partner management
• Ensure compliance with service-level agreements (SLAs)
• Ensure high-quality customer service and efficient support for the Sales team
• Strategically analyze the primary reasons for customer contact
• Identify opportunities for continuous process improvement
• Drive operational efficiency gains and enhance the customer experience
• Manage and monitor the performance of partners responsible for customer service operations
• Ensure compliance with contractual SLAs and operational metrics, including contracted Agent Positions (APs) and Average Handling Time (AHT)
• Foster alignment among internal teams to ensure an excellent customer journey
• Support the resolution of critical issues by seeking solutions that minimize impacts on customers and partners
• Lead governance and performance meetings with partners, establishing action plans for identified deviations
• Serve as the primary interface between customer service operations and commercial teams
• Ensure fast, accurate, and consistent responses to claims and customer service requests

Requirements

• Knowledge of Genesys customer service tools and Salesforce CRM
• Bachelor's degree in Business Administration or Insurance Business Management
• Completed or ongoing postgraduate studies

Core Competencies

Demonstrates expertise in customer service operations management, ensuring compliance with SLAs and driving continuous process improvement. Proficient in utilizing Genesys customer service tools and Salesforce CRM to enhance operational efficiency and customer experience.

Highest-signal resume keywords

• Customer Service Operations Management
• Compliance With Service-Level Agreements
• Genesys Customer Service Tools
• Salesforce CRM
• Process Improvement

ATS Optimization Keywords

Hard Skills

• Customer Service Operations Management
• Process Improvement
• Performance Monitoring
• Operational Efficiency
• Data Analysis

Soft Skills

• Problem Solving
• Collaboration
• Communication
• Leadership
• Strategic Thinking

Industry Keywords

• Service-Level Agreements
• Customer Experience
• Agent Positions
• Average Handling Time
• Governance Meetings

Tools & Technologies

• Genesys Customer Service Tools
• Salesforce CRM