Gestor de Serviços de Clientes
Core
Lead and coordinate customer service operations for a Level II country, managing escalated inquiries, complaints, and risk mitigation to ensure global operational excellence.
Role type
Senior Customer Service Operations Manager
Builds
Customer service operations, risk management frameworks, and service delivery improvements
Domain
Financial Services / Customer Operations
Required skills
Team leadership, operational efficiency optimization, escalated issue resolution, trend analysis, stakeholder management, risk management, SLA adherence, process improvement, performance management, regulatory compliance
Preferred skills
Advanced technical support knowledge, relationship building with key clients, change management, data interpretation, conflict resolution
Technologies
Workforce management tools, monitoring tools, reporting systems
Responsibilities
Supervise and prioritize resolution of escalated customer inquiries and complaints; analyze trends to identify recurring issues and implement sustainable solutions; manage delivery of service requests and feedback loops; guide investigation and resolution of complex escalated cases; monitor team performance and manage individual goals; consolidate and report managerial information to stakeholders; establish partnerships with internal and external stakeholders; implement corrective measures to improve service levels; manage risk incidents and ensure regulatory alignment.
Seniority
Senior, hands-on IC with team leadership