Customer Service Manager

hace 4 semanas


Bogotá, Bogotá D.E., Colombia Kaizen Gaming Group A tiempo completo

At Kaizen Gaming Group, we're seeking a seasoned Customer Service Manager to lead our team in delivering exceptional customer experiences. As a key member of our operations team, you'll be responsible for implementing strategies to drive team performance, morale, and overall departmental success.

Key Responsibilities:

  • Collaborate with senior leadership to achieve divisional goals and objectives;
  • Develop and implement strategic plans to drive team performance and customer satisfaction;
  • Monitor and evaluate BPO provider performance and deliverables;
  • Allocate projects and resources to ensure smooth internal and external operations;
  • Analyze and report on key performance indicators (KPIs) to inform business decisions;
  • Collaborate with team leaders to ensure seamless internal and external operations;
  • Monitor and address performance and development needs of direct reports;
  • Recruit and onboard new team members to support business growth;
  • Collaborate with the Quality Control team to ensure high-quality customer service standards;
  • Stay up-to-date with industry trends, tools, and best practices to drive continuous improvement.

Requirements:

  • At least 5 years of experience in a customer service management role;
  • Knowledge of Lean Six Sigma methodology is a plus;
  • Passion for delivering exceptional customer experiences with a data-driven approach;
  • Excellent organizational, communication, and interpersonal skills;
  • Self-motivated with autonomy in decision-making and ability to adapt to changing priorities;
  • Excellent command of the English language, both written and spoken;
  • Availability to travel for face-to-face meetings and training as required.

What We Offer:

  • Private health insurance for you and your family;
  • Monthly meal allowance;
  • Unlimited access to Udemy and continuous training opportunities.

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