Job Summary: Responsible for ensuring operational excellence in the Customer Service area by managing teams and optimizing processes to deliver superior customer experience. Key Highlights: 1. Lead and develop Customer Service teams. 2. Optimize processes and technological tools for customer support. 3. Contribute to a culture of continuous improvement focused on the experience. JOB DESCRIPTION Job Title Supervisor(a) of Customer Service Area Customer Experience Specific Location Cali, Colombia General Description Responsible for ensuring operational excellence within the Customer Service area through effective team management, monitoring and achievement of key performance indicators (KPIs), and proper execution of strategic initiatives and projects. Ensures timely and effective customer support by optimizing processes, resources, and technological tools, while fostering a culture of continuous improvement focused on customer experience and results achievement. Reports to Rocio Serrano Title Customer Experience Director REQUIREMENTS Education High school diploma. Experience 1 year of experience in similar roles leading Customer Service or Contact Center teams. Knowledge of* Microsoft 365 applications, including Excel, Word, and PowerPoint. * CRM Systems. * Cross\-Selling \& Up\-Selling Licenses Certifications N/A Skills* Advanced English level (C1\). * Strong empathetic and assertive communication skills. * Problem\-solving and conflict resolution skills. * Time management and multitasking abilities. * Tolerance to frustration. * Ability to work under pressure in a fast\-paced and dynamic work environment. * Detail\-oriented with excellent organizational skills. DUTIES AND RESPONSIBILITIES * a) Manage and ensure timely and effective handling of customer requests, delivering an experience aligned with the company’s service standards. * b) Administer, monitor, and optimize the use of telephony and customer management platforms, ensuring proper functionality and contributing to operational efficiency. * c) Provide administrative and operational support to the Customer Experience leadership facilitating initiative execution and data\-driven decision\-making. * d) Lead, monitor, and develop Customer Service teams through continuous follow\-up, coaching, and performance\-oriented feedback. * e) Ensure compliance with operational KPIs by analyzing results and implementing continuous improvement actions. * f) Develop and manage operational and performance reports to track key metrics, identify trends and improvement opportunities, and support team performance management. * g) Design, implement, and monitor incentive schemes aligned with results to drive productivity, service quality, and team engagement. * h) Ensure proper execution and progress of strategic projects within the Service Directorate. * i) Design, coordinate, and implement operational workforce planning schedules, optimizing service coverage and efficient resource allocation. * j) Collaborate cross\-functionally with other company departments to launch initiatives and execute strategic projects defined by the Customer Experience Directorate, ensuring operational alignment and goal achievement. xhxYFOoggr