Customer Experience Team Lead

hace 7 meses


Desde casa, Colombia Bold A tiempo completo

**Descripción de la oferta**:
Nuestra compañía fue fundada en Mayo de 2019 por un equipo de personas increíbles y con una experiência única, el grupo de fundadores está conformado por los creadores de PayU Latam y otras empresas expertas en tecnología financiera. Estamos creando soluciones de pago para pequeñas y medianas empresas. Nuestro primer producto es un datáfono móvil que le permite a nuestros clientes recibir pagos con tarjetas de crédito y débito con ayuda de una aplicación:

- Android
- iOS

**El rol**

Cómo Customer Experience Team Lead estarás a cargo de liderar un equipo de agentes de servicio al cliente y experiência, reportarias directamente al manager de CX, y estarías a cargo de diseñar e implementar estrategias para lograr una satisfacción en los requerimientos de nuestros clientes.

**Deberas**:

- Hacer seguimiento de los indicadores de los agentes y realziar mejora continua en los mismos.
- Potenciar las capacidades y competencias del equipo con programas de capacitación
- Monitoreo de chats, llamadas, interacciones por los canales de servicio al cliente
- Planificar los horarios de cobertura del servicio ( descansos, almuerzos, etc) con ayuda del manager
- Co creación con el manager para procedimientos de coaching y mejora continua del equipo
- Profesional en administración de empresas, comunicación social, mercadeo, psicología o áreas afines, deseable especialización.
- Experiência en manejo de equipos de customer experience ( entre 1 a 4 años )
- Manejo ofimatico intermedio avanzado



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