Customer Care Team Lead
Empresa Confidencial
Estamos buscando un Customer Care Team Lead para impulsar el desempeño, la calidad y la mejora continua dentro de una operación dinámica de atención al cliente.
- Liderar, desarrollar y motivar un equipo de Associates y Sr. Specialists.
- Gestionar escalaciones complejas relacionadas con clientes, órdenes, crédito, datos y disputas.
- Monitorear desempeño, proporcionar coaching y construir planes de desarrollo para el equipo.
- Garantizar el cumplimiento de procesos, políticas y controles internos.
- Analizar KPIs, identificar oportunidades de mejora y liderar acciones correctivas.
- Gestionar capacidad, distribución de carga de trabajo y cumplimiento de SLA.
Requisitos:
✔️ Más de 5 años de experiencia profesional.
✔️️ Mínimo 2 años liderando equipos operativos.
✔️ Experiencia en Sales Order Management y/o Document & Data Management.
✔️ Conocimiento de procesos OTC, crédito o gestión de disputas.
✔️ Fuertes habilidades de liderazgo, desarrollo de talento y gestión del desempeño.
✔️ Licenciatura concluida o equivalente deseable
✔️ Ingles avanzado.
Vacante publicada el 6 horas atrás
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