Customer Service Manager
hace 3 días
We are seeking an experienced Customer Service professional to join our team as a Backoffice Team Leader. This is an exciting opportunity for someone who wants to take on a leadership role and be part of a dynamic team that strives to deliver exceptional service to our customers.
About the Role:
- Assist in defining recruitment needs and participate in the hiring process to select top talent.
- Cultivate a high-performing team by coaching, mentoring, and supervising Backoffice Agents.
- Provide teams with resources, tools, and processes to excel in their roles.
- Delegate tasks effectively and hold team members accountable for results.
- Ensure clear roles, responsibilities, and reporting lines are established.
- Train and onboard new staff within specified timeframes.
- Set clear expectations and goals for the team, linking them to overall business objectives.
- Monitor and review Backoffice performance, focusing on departmental KPIs (CSAT, TCSAT, etc.).
- Conduct regular performance reviews and provide feedback on areas for improvement and development.
- Serve as the escalation point for emergency or critical issues regarding the Backoffice team.
- Analyze potential problems, identify root causes, and make informed decisions to overcome them.
- Develop flexible plans to adapt to changes and priorities, anticipating high workload.
- Stay up-to-date with market trends and competitors' activities.
- Collaborate with other operational teams (CRM, Client Services, Trading, etc.) to assist with regulated procedures and ongoing operational duties.
Requirements:
- Relevant experience leading a team in a call center/backoffice environment.
- Proficiency in MS Office, MS Outlook, and Internet Explorer, as well as applications like Google Analytics.
- Ability to manage remotely.
- Availability to work shifts, including weekends and holidays.
- Fluency in Spanish and English.
- Knowledge of German is a plus.
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