Customer Service Leader

hace 4 días

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

Kaizen Gaming, a leading GameTech company operating in 17 markets worldwide, is seeking a Customer Service Leader to join our diverse team of over 2,700 Kaizeners from 40+ nationalities.

We strive to provide the best experience to our millions of customers through cutting-edge technology and innovation. As a Customer Service Leader, you will be responsible for creating a productive and motivating working environment within the Team.

Key Responsibilities:

  1. Collaborate with the head/director to achieve the overall goals of the division;
  2. Create strategic plans, set long, medium, and short-term goals, and turn new ideas into projects;
  3. Monitor BPO providers and deliverables;
  4. Allocate projects and monitor progress, providing advice and assistance when needed;
  5. Analyze, evaluate, and report on the overall results of internal and outsourced operations (quantitative and qualitative metrics);
  6. Collaborate with supervisors and team leaders to ensure smooth internal and external operations;
  7. Monitor performance and needs of direct reports and the overall performance of the department;
  8. Be responsible for recruiting needs and processes;
  9. Collaborate with the QC team regarding qualitative reports (agents/department evolution according to KPIs);
  10. Stay updated on 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;
  • Availability to travel for face-to-face meetings or to visit partners and/or 3rd parties.

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