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Customer Service Manager

hace 2 meses


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

{"h1": "Customer Service Manager at Kaizen Gaming", "p": "At Kaizen Gaming, we are seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer service department, 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.", "ul": [{"li": "Collaborate with the head/director in accomplishing the overall goals of the division;"}, {"li": "Create strategic plans, set long, medium and short-term goals and turn new ideas to projects;"}, {"li": "Monitor BPO providers and deliverables;"}, {"li": "Allocate projects and monitors progress, provide advice and assist when needed;"}, {"li": "Analyze, evaluate and report for the overall results of the internal and outsource operations (quantitative and qualitative metrics);"}, {"li": "Collaborate with supervisor and team leaders to ensure the smooth internal and external operations;"}, {"li": "Monitor performance and needs of direct reports and overall performance of the department;"}, {"li": "Responsible for recruiting needs and processes;"}, {"li": "Collaborate with the QC team in regards of the qualitative reports (agents/ department evolution according to the KPIs);"}, {"li": "Be updated regarding the customer service trends, tools and practices."}], "h2": "Requirements", "ul": [{"li": "At least 5 years of experience in a relative position in customer service management;"}, {"li": "Knowledge of Lean Six Sigma Methodology is desirable;"}, {"li": "Passion about Customer Service, with a data-driven approach and the ability to succeed in a dynamic environment;"}, {"li": "Excellent organizational, communication, and interpersonal skills;"}, {"li": "Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient, flexible;"}, {"li": "Excellent Command of the English language, both written and spoken;"}, {"li": "Available to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or 3rd parties."}], "h2": "What We Offer", "ul": [{"li": "Hybrid model of working;"}, {"li": "A buddy will support you with your onboarding;"}, {"li": "Competitive salary package and bonus scheme;"}, {"li": "Health and life insurance for you and your family;"}, {"li": "Monthly meal allowance;"}, {"li": "Developmental 360° feedback framework;"}, {"li": "Unlimited access to Udemy & continuous training;"}, {"li": "Commuting allowance."}]