Senior Customer Experience Manager

hace 2 semanas

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

We are looking for a highly skilled Customer Service Manager to join our team at Kaizen Gaming Group.

The Customer Service Manager 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 to projects;
  • Monitor BPO providers and deliverables;
  • Allocate projects and monitor progress, provide advice and assist when needed;
  • Analyze, evaluate and report for the overall results of the internal and outsource operations (quantitative and qualitative metrics);
  • Collaborate with supervisor and team leaders to ensure the 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 in regards to the qualitative reports (agents/ department evolution according to the KPIs);
  • Be updated regarding the 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 about 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.

Benefits:

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

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