Gerente de Atendimento ao Cliente
Core
Lead South America Customer Service operations and a team of 10 CSRs to enhance customer experience.
Role type
Senior Customer Service Operations Manager
Builds
Customer service operations and team performance in South America
Domain
Customer Service / Operations
Deliverable
dashboards & analysis
Required skills
Team leadership, KPI/SLA management, Root cause analysis, Salesforce, 8X8, Recruitment, Performance reporting, Cross-functional collaboration
Preferred skills
None stated
Technologies
Salesforce, 8X8
Responsibilities
Lead a team of 10 CSRs, Develop team competency and growth, Challenge team with KPIs and SLAs, Develop reports to monitor performance, Coach team in identifying and resolving issues at the root cause, Establish relationships with sales, marketing, plant, supply chain, Implement Salesforce & 8X8 for south america, Work in conjunction with global customer service teams, Identify insufficiencies in work instructions and procedures, Manages workflow, handles escalations, Identify and select sources of recruitment, Conduct the screening of candidates through interviews, Apply and analyze tests and issue reports of potential candidates, Participate in the selection process for promotions or internal transfers, Give feedback on the selection process for the candidates
