Customer Service Manager

INGEPSY; Girardot; Presencial; COP 65.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

INGEPSY in Colombia seeks a Customer Service Manager to lead the department, shape service standards and drive performance through coaching, policy refinement and process improvements across multi-channel operations.

You will report to the Deputy Head of Operations, work across five days from seven, and collaborate with Senior Management to deliver a customer-focused, commercially aware service, mentor teams, manage budgets, and promote a culture of continuous improvement.

Formación

• Operational management experience within a multi-channel contact centre environment.
• Ability to communicate across the operation and respond to questions from all stakeholder levels.
• Confident in managing a team and making sound decisions under pressure and within set timeframes.
• Excellent organisational and leadership skills.
• Proven experience in coaching and people management.
• Knowledge of writing business processes and implementing change.
• Ability to analyse problems, collate data, establish facts, draw valid conclusions and seek resolution.
• Energy, self-starting and drive.
• Ability to take ownership of projects from conception through to completion.
• Fluency in English with excellent verbal and written communication skills.

Responsabilidades

• Collaborate with stakeholders to develop the operational and customer service roadmap.
• Deliver a customer-focused and commercially aware approach to performance optimisation.
• Investigate potential technical issues and liaise with the Senior Management team.
• Review and analyse how customer contacts are handled to identify areas for improvement.
• Create the necessary framework to establish and maintain effective succession planning within the department.
• Plan for the budget, performance and results of the department.
• Manage team performance and proactively provide coaching, feedback and support to the Customer Service team.
• Support the Senior Management team in promoting the customer service ethos throughout the department.
• Act as a point of escalation for customer issues raised by Customer Services Deputy Managers within the department.
• Support the broader operational functions within the Company.

Conocimientos

Operational management

Multi-channel contact centre

Team leadership

Coaching and people management

Change management

Process writing

Data analysis

Budget planning

English communication

Descripción del empleo

Job Description

The Customer Service department in Colombia is responsible for delivering exceptional support to our global customer base. This team manages complex operational workflows, ensuring every interaction reflects our commitment to quality and service.

As a Customer Service Manager, you will report to the Deputy Head of Operations and play a pivotal role in shaping our service standards. You will challenge the status quo, identifying opportunities to refine policies and procedures while fostering a culture of continuous improvement. Your leadership will be instrumental in driving performance and developing our people.

Working flexibly across any five days from seven.

Qualifications

• Operational management experience within a multi-channel contact centre environment
• Ability to communicate effectively across the operation and respond to questions from all stakeholder levels
• Confident in managing a team and making sound decisions under pressure and within set timeframes
• Excellent organisational and leadership skills
• Proven experience in coaching and people management
• Knowledge of writing business processes and implementing change
• Ability to analyse problems, collate data, establish facts, draw valid conclusions and seek resolution
• Energy, self-starting and drive
• Ability to take ownership of projects from conception through to completion
• Fluency in English with excellent verbal and written communication skills

Additional Information

• Collaborate with stakeholders to develop the operational and customer service roadmap
• Deliver a customer-focused and commercially aware approach to performance optimisation
• Investigate potential technical issues and liaise with the Senior Management team
• Review and analyse how customer contacts are handled to identify areas for improvement
• Create the necessary framework to establish and maintain effective succession planning within the department
• Plan for the budget, performance and results of the department
• Manage team performance and proactively provide coaching, feedback and support to the Customer Service team
• Support the Senior Management team in promoting the customer service ethos throughout the department
• Act as a point of escalation for customer issues raised by Customer Services Deputy Managers within the department
• Support the broader operational functions within the Company

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