Senior Customer Service Lead: Operations & Coaching

SmartRecruiters, Inc.; Bogotá ciudad; Presencial; COP 12 000 000 - 19 000 000; Tempo integral

Resumo da oferta

bet365's Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting growth. As a senior leader, you will monitor daily workloads while coaching a dedicated team and driving procedural changes to improve internal practices and service delivery.

You will ensure every customer interaction reflects our trusted brand values, with a hands-on approach to escalation management and continuous improvement across the department.

Qualificações

• Advanced planning, organisation and time management capabilities.
• Strong self-motivation with a clear drive for success.
• Proven leadership in people management.
• Decisive management of teams under pressure.
• Rigorous analysis of operational data for informed decision-making.
• Comprehensive knowledge of customer service policies and procedures.

Responsabilidades

• Monitor and manage daily departmental workloads at a senior level.
• Coach a dedicated Customer Service team and drive improvements.
• Lead procedural changes and refine internal practices to raise service standards.
• Ensure every customer interaction reflects the brand values and quality expectations.
• Investigate issues thoroughly and liaise with management on escalations.

Conhecimentos

Advanced planning

Self-motivation

People leadership

Team management under pressure

Data analysis

Policy knowledge

Descrição da oferta de emprego

bet365's Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting growth. As a senior leader, you will monitor daily workloads while coaching a dedicated team and driving procedural changes to improve internal practices and service delivery.

You will ensure every customer interaction reflects our trusted brand values, with a hands-on approach to escalation management and continuous improvement across the department.