Customer Service Coordinator / Pasto

Description

Position Summary: Customer Service Coordinator responsible for leading, coordinating, and optimizing customer service operations, ensuring quality and a positive user experience. Key Highlights: 1. Lead and supervise Contact Center teams delivering customer service. 2. Implement continuous improvement strategies in operational processes. 3. Support the training and development of personnel under supervision. We are seeking a Contact Center Coordinator responsible for leading, coordinating, and optimizing the customer service team's operations, ensuring achievement of management indicators, quality standards, and a positive experience for our users in Pasto-Narino. Main Responsibilities Lead and supervise Contact Center teams focused on customer service and operational management. Coordinate daily operations to ensure achievement of goals and key performance indicators (KPIs). Monitor and ensure the quality of service delivered to customers. Implement continuous improvement strategies in operational processes. Track team productivity, response times, and effectiveness. Support training, feedback, and development processes for personnel under supervision. Generate management reports and performance analysis to support decision-making. Ensure compliance with protocols, internal guidelines, and banking standards. Requirements Professional degree in Business Administration, Industrial Engineering, Finance, or related fields. Minimum 2–3 years of experience leading Contact Center or customer service operations. Knowledge of key metrics (e.g., service level, average handling time, adherence, quality). Experience in team leadership and performance management. Proficiency in office tools (Intermediate/Advanced Excel). Desirable experience in the financial or services sector. Competencies Leadership and team management Results orientation Analytical thinking Assertive communication Planning and organization Customer orientation Conditions Contract type: Indefinite-term Salary: $ 2764130 Work location: Pasto Work modality: On-site. -Requirements- Minimum education: University / Technological program 2 years of experience Languages: Spanish, English Age: 18 years or older Knowledge: Leadership, Problem solving, Teamwork Keywords: resident, supervisor, assistant manager, responsible, coordinator, manager, captain, service, customer, client