Shared service manager


¢ 1,5 a 2 millones CRC

Toda Costa Rica

Publicado 8 Feb 2023

Call center

1 Vacante

Sin Definir

Empresa confidencial

Sector de la vacante:

Descripción general

We are seeking for fully bilingual Costumer Service Supervisor to join our dynamic team of industry leading experts. Under the direction of the Customer Service Global Teams, this position is responsible to ensure Practical application of Standards of Excellence, while providing world class customer service to our customers.

As a uniquely qualified candidate, your main responsibilities will be:

• Ensure the Service Team interacts with the customer as a one stop solution
• Monitor, assign and manage call queues to optimize service levels and meet/exceed service level goals
• Drive department productivity, production and performance
• Consistently train and develop Service staff to effectively and accurately address customer needs and advocates for process improvement initiatives
• Resolve escalated Service calls
• Provide training and coaching to staff on a daily basis
• Develop and deliver performance reviews and work with human resources on compensative reviews
• Generate creative career roadmaps for team members allowing for professional growth
• Become the Service Center resident expert to support your team
• Liaison across teams (operations, manufacturing, logistics, etc) to find best customer solutions.
• Develop a proficient use of service and sales tools, including NICE, Salesforce, MyOrders and E1.
• Develop team mentoring and career development.
• Master the Challenger 9 core verbal and written communication skills
• Other customer service duties as necessary.
• Stay aligned to the culture and values
• Be passionate
• Be flexible and adaptable to changing markets
• Be an innovative thinker
• Be customer focused
• Be ethical

Requisitos para aplicar

Education and Experience Requirements:
• Bachelor’s degree in Industrial Engineering, Business Administration or related.
• A minimum of 5 years’ experience working in a customer service, manufacturing, or production environment
• At least 2 years supervisory experience
• Experience with fast paced work environment to meet/exceed customer expectations.
• Strong verbal communication (English and Spanish)

Required Skills:
• Fluent in written and verbal English and Spanish
• Excellent verbal and written communication skills
• Customer Service orientated - desire/proven ability to help others:
• Computer literate need a good typing proficiency with a working knowledge of MS Office.
• Team player and customer focused.
• Good telephone etiquette – able to communicate clearly
• Strong inter-personal and organizational skills.
• Ability to work in a self-managed work team environment.
• Sound judgment and decision making, problem solving, flexibility, assertiveness, resilience, and strong quality orientation
• Hands-on professional.
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Ability to adapt to changes and absorb new ideas and concepts quickly.
• Ability to influence, excellent follow through and organization skills
• Ability to work in a fast paced and changing environment to accomplish goals while multitasking
• Ability to manage multiple tasks, with a customer-focused sense of urgency

Competencias para la vacante

  • Sin Definir

Datos complementarios




Bachillerato universitario

Servicios compartidos

5 años de experiencia

Contrato Indefinido


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