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Job Summary: Coordinate and oversee the management of Customer Service Agents, ensuring team support, performance, development, and resolution of complex cases. Key Highlights: 1. Lead and coordinate customer service teams 2. Ensure service quality and efficiency 3. Foster team development and motivation **Job Description** ---------------------- Coordinate and oversee the management of Customer Service Agents who handle all customer inquiries, complaints, and requests (PQR). * Ensure proper connection and system management through the respective access credentials of your team * Validate team attendance by confirming delays and absences in the attendance matrix and applying corresponding disciplinary actions * Review team login schedules and break times * Provide timely feedback to the team, document it, and track daily/monthly performance * Ensure resolution of our customers' complex cases, reporting errors to local departments and initiating improvement initiatives * Plan and lead team meetings to discuss service changes and results, as well as provide general recognition for top-performing outcomes * Ensure the team possesses up-to-date operational knowledge (promotions, application changes, updates, etc.) * Contribute to compliance with organizational policies, regulations, and integrity code (e.g., call center rules, equipment and furniture care, proper use of credentials and passwords) * Accurately and promptly report payroll-related updates for your Agents (overtime hours, holidays, shift changes, etc.) * Lead the design, planning, and implementation of motivational strategies to improve team performance indicators * Daily verification of overall service and team performance indicators (NS, TMO, Calls Handled, TTB, FCR, ESC, Service Quality, Adherence, Absenteeism, Turnover) * Plan and execute scheduled Quality Monitoring activities, ensuring proper completion of monitoring forms and delivering appropriate feedback * Analyze team performance results received from support departments and develop necessary action plans **Candidate Requirements** -------------------------- * Technical diploma or student in final semesters or recent graduate in Social Sciences * Knowledge of Customer Service processes * Minimum 1 year of experience in the current role * Proficiency in Microsoft Office suite (Excel, Word, PowerPoint) * Familiarity with internal applications (Salesforce, Genesys, etc.) * No disciplinary proceedings in the last 6 months (Serious Offenses) * Experience leading work teams (Desirable) **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if your profile matches what we are looking for, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and consist of five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch new ventures and innovate, take risks, and create opportunities enabling us to remain at the forefront — constantly reinventing ourselves to deliver the best shopping experience at every touchpoint with us.
