A PRIORI EXCELÊNCIA EM RECURSOS HUMANOS
Requirements:
• Bachelor’s degree in Business Administration, Communications, Pazarlama, or related areas;
• Strong leadership and team management skills;
• Excellent communication and interpersonal skills;
• Proficiency in consumer care software and tools, such as Salesforce, Zendesk, Genesys, workforce management tools, and AI-driven solutions;
• Ability to analyze data, KPIs, and metrics to drive decision-making;
• Knowledge of market trends and best practices;
• English (mandatory);
• Spanish (desirable).
Responsibilities:
• Oversee daily operations of the contact center, ensuring productivity and consumer satisfaction across multiple channels;
• Lead, mentor, and coach a diverse team to enhance performance and achieve KPIs;
• Conduct training sessions to update the team on best practices and new procedures;
• Monitor and analyze team performance, generating analytical reports on volumes, performance, and cost-to-serve;
• Develop and implement consumer care policies to ensure consistency and efficiency;
• Represent the consumer within the organization, collaborating with key areas for continuous improvement;
• Handle complex consumer inquiries and complaints, ensuring a positive experience;
• Identify and implement digital transformation solutions, including AI-driven tools to enhance efficiency;
• Work closely with other departments to ensure a unified approach to consumer care;
• Ensure compliance with data privacy regulations and industry best practices;
• Manage third-party service providers, setting contractual requirements and service level expectations;
• Stay up to date with market trends and implement strategies to improve operations.