What You’ll Be Doing:

📍Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality. 📍Ensure good quality of services and strict adherence to processes. 📍Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service. 📍Participate in recruitment activities (screening, interviewing). 📍Day to day responsibilities include: 📍Ensuring daily operation runs smoothly and timely reports to stakeholders during incidents 📍Provide performance monitoring of KPIs, identify trends and issues in Service quality. 📍Conduct weekly/monthly performance reviews with customer service agents. 📍Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training. 📍Conduct process update/improvement projects and workshops. 📍Timely communicate business updates, policy changes, and any relevant information to stakeholders. 📍Planning customer service agent's monthly schedules while managing daily shrinkages

What We Look For In You:

📍Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment. 📍Experience leading large (>15 members) and diverse teams. 📍Proven experience and knowledge in effective hiring, training, coaching, and people management practices. 📍Strong planning and interpersonal skills as well as process-driven and detail-oriented personality. 📍A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives. 📍Fluency (Verbal & Written) in English & Portuguese/Spanish 📍Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes. 📍Willingly to work according to given schedule to support 24x7 operations. 📍Display ownership and accountability for offering solutions to benefit our customers and the business