.the service manager is an intermediate management position responsible for providing full leadership and direction to a customer service team that perform customer service activities.
the overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
*responsibilities*:- resolve issues that include uncommon and complex situations with significant organizational impact- evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.- develop leaders by providing guidance and mentorship in conjunction with succession planning- develop employees and their skill sets to expand each team's capabilities and provide growth opportunities- recommend new work procedures and contribute to the development of new customer service techniques, models and plans- drive organizational change through innovation and process improvement, eliminating friction points for team- achieve team performance excellence to ensure high quality and high volume productivity- fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
*qualifications*:- 5-8 years of relevant experience- intermediate to senior level experience in a related role with commensurate people management experience- call center management experience, preferred- proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred- proficient project management skills- effective written and verbal communication and presentation skills- influencing and relationship management skills*education*:- bachelor's/university degree or equivalent experiencethis job description provides a high-level review of the types of work performed.
other job-related duties may be assigned as required.el gerente de servicios será responsable del área de solutions improvements con las siguientes funciones de soporte a las áreas de collections y contact center:- minimizar la cantidad de interrupciones y su impacto en los servicios que otorgan las áreas de operación.- vigilar el apego a los procesos establecidos de incident, problem y change management para asegurar que el cumplimiento de los níveles de servicio acordados para ambas áreas de operación.- analizar e identificar fallas de recurrentes de gran impacto a clientes, operación, al negocio y/o regulatorios.- intervenir en el escalamiento de fallas, facilitar el enlace de los participantes y gestionar la solución de las causas raíz en colaboración con tecnología, proveedores, product owners, negocio, áreas de control entre otras.- gestión de grupo de trabajo para potenciar sus capacidades y skills y fortalecer el desempeño alienado a los estándares de liderazgo definidos por la organización