Global Multichannel Customer Service Leader

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

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.