Customer Service Manager

hace 4 semanas

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

About the Role

We are seeking a highly skilled Customer Service Manager to join our team at Kaizen Gaming. As a key member of our leadership team, you will be responsible for providing a productive and motivating working environment, leading and focusing on people development, team morale and performance, overall operation and function of the department.

Key Responsibilities

  • Collaborate with the head/director in accomplishing the overall goals of the division;
  • Create strategic plans, set long, medium and short-term goals and turn new ideas into projects;
  • Monitor BPO providers and deliverables;
  • Allocate projects and monitor progress, provide advice and assist when needed;
  • Analyze, evaluate and report on the overall results of the internal and outsource operations (quantitative and qualitative metrics);
  • Collaborate with supervisors and team leaders to ensure smooth internal and external operations;
  • Monitor performance and needs of direct reports and overall performance of the department;
  • Responsible for recruiting needs and processes;
  • Collaborate with the QC team regarding qualitative reports (agents/department evolution according to the KPIs);
  • Stay updated regarding customer service trends, tools and practices.

Requirements

  • At least 5 years of experience in a relative position in customer service management;
  • Knowledge of Lean Six Sigma Methodology is desirable;
  • Passion for Customer Service, with a data-driven approach and the ability to succeed in a dynamic environment;
  • Excellent organizational, communication, and interpersonal skills;
  • Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient, flexible;
  • Excellent command of the English language, both written and spoken;
  • Available to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or 3rd parties.

What We Offer

  • Hybrid model of working;
  • A buddy will support you with your onboarding;
  • Competitive salary package and bonus scheme;
  • Health insurance for you and your family;
  • Monthly meal allowance;
  • Developmental 360° feedback framework;
  • Unlimited access to Udemy & continuous training.

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