Customer Support Center Manager

hace 3 semanas


Bogota, Colombia Sodimac A tiempo completo

IKEA Colombia - Venta y Post Venta - Personas (B2C)

Colombia, Bogota dc, Bogota dc.

10 Nov 22

Funciones del cargo
- Objetivo:

- Asegurar la implementación y operación diaria de los canales de servicio a clientes, Customer Support Center (CSC) de IKEA, en colaboración con el proveedor de servicios de contact center seleccionado, con el fin de alcanzar una alta tasa de resolución para promover una experiência fluida y gratificante cada vez que el cliente requiera interactuar con el CSC.
- **Responsabilidades**:
- Definición e implementación del modelo operativo de la primera línea de atención a clientes.
- Asegurar que el proveedor de servicios de contact center y sus colaboradores, estén preparados para atender los distintos contactos de clientes. Considera la definición de protocolos y guiones para cada tipo de contacto.
- Asegurar que el proveedor de servicios de contact center y sus colaboradores, comprendan y cumplan con todos los objetivos, pautas, estándares de desempeño y políticas del CSC establecidos por IKEA.
- Colaborar con el proveedor de servicios de contact center y otras áreas de soporte interno para implementar procesos que permitan llevar a la primera línea de atención las respuestas y soluciones requeridas por clientes. Incluye el proceso de manejo de quejas o consultas más complejas de los clientes.
- Supervisar el funcionamiento diario del proveedor de servicios de contact center del CSC, incluidos los KPI principales, operaciones, cantidad de personal necesario para cumplir la demanda, supervisión, evaluación de desempeño y cumplimiento de objetivos del CSC.
- Identificar problemas operacionales y sugerir mejoras.
- Velar por la calidad de los contactos realizados a través del proveedor de servicios de contact center, minimizando errores y realizando un seguimiento continuo al desempeño operativo el CSC.

Requerimientos del cargo
- Título profesional relacionado a administración de empresas o gestión de servicios
- Deseable experiência en retail
- Deseable experiência en procesos logísticos
- 10-15 años de experiência en posiciones similares en contact centers (interno o externo)
- Inglés avanzado



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