Customer Service Leader

Description

Job Summary: A major multinational company is seeking an analytical and methodical Customer Service Leader to strengthen its team and ensure the proper execution of processes. Key Highlights: 1. Lead customer service teams across multiple channels. 2. Design strategies to enhance customer experience and loyalty. 3. Lead continuous improvement projects and process optimization. A leading multinational company in cash-in-transit and security services is looking for a Customer Service Leader to strengthen its team. We seek an analytical, methodical, and detail-oriented professional whose main objective will be to lead customer service teams across various channels (telephone, email, WhatsApp), ensuring correct execution of administrative processes according to departmental policies, as well as developing the team under their supervision to achieve organizational goals. Ensure retention strategies in first-line support and cross-selling aligned with the organization’s strategy. Guarantee high levels of customer satisfaction, achievement of performance indicators (KPIs), operational efficiency, and alignment with company strategy. · Main Responsibilities Lead and supervise the overall operation of the Contact Center (inbound, outbound, omnichannel). Ensure compliance with service metrics: NPS, FCR, AHT, service level, filtering—across all support channels. Design and implement strategies to improve customer experience and loyalty. Manage, develop, and evaluate supervisors’ and agents’ teams. Analyze operational and quality reports to support decision-making. Manage action plans to address performance deviations. Ensure adherence to policies, procedures, and applicable regulations. Lead continuous improvement, automation, and process optimization projects. Requirements Education: Bachelor’s degree in Industrial Engineering, Business Administration, Economics, Systems Engineering, or related fields. Experience: Minimum 4–6 years of experience in customer service areas. At least 23 years of leadership experience in Contact Centers or BPOs. Knowledge of indicator-based management and executive reporting. What We Offer Indefinite-term contract, directly with the company. Salary: COP $2890.000 + statutory benefits. Job stability. Excellent work environment. Opportunities for professional growth and development. · If you have experience in hiring and payroll administration and wish to take on a new professional challenge within a solid and well-structured company, apply now!. -Requirements- Minimum education: University / Professional Degree 3 years of experience Age: between 25 and 45 years Keywords: head, manager, manager, director, chief, lead, leadership, supervisor, service, customer, client