Customer Service Manager leading logistics and customer service improvement projects at Ypê, a Brazilian hygiene and cleaning company. Responsible for process optimization and strategic project implementation.
About the role
- Team Leader overseeing Cashea's customer service operations in a hybrid role. Responsible for team performance monitoring and coaching in customer interactions.
Responsibilities
- Monitorear el desempeño individual y grupal en tiempo real: SLA por turno, AHT y productividad, Backlog asignado, Tiempos de resolución y Adherencia a horarios.
- Coordinar la distribución de carga y priorización de casos de acuerdo con los lineamientos del Supervisor.
- Garantizar que cada analista siga SOPs, macros, scripts y flujos de Intercom.
- Realizar coaching semanal y 1:1 mensual para cada analista.
- Implementar planes de acción sobre brechas específicas: AHT, calidad, FCR, procesos, redacción, criterio.
- Identificar talento, oportunidades de mejora y necesidades de entrenamiento.
- Revisar y corregir fallas en tagging, motivos de contacto, notas internas, uso de macros y, tono y escalaciones.
- Participar en calibraciones de QA y reforzar criterios en el equipo.
- Implementar correcciones inmediatas (entrenamiento, ajustes en redacción, recordatorios de proceso).
- Documentar y reportar: desempeño diario, riesgos, avances de planes de acción y necesidades de soporte.
Requirements
- Bachillerato o formación universitaria en curso o concluida.
- 1–2 años en roles de atención al cliente o centro de contacto.
- Experiencia previa coordinando equipos pequeños.
- Experiencia con Intercom o plataformas similares.
- Conocimientos en KPIs operativos (SLA, AHT, FCR, QA, CSAT).
- Conocimiento funcional de procesos de ATC.
- Comunicación efectiva.
- Análisis básico de datos.
- Organización y seguimiento.
- Capacidad de coaching.
- Orientación a resultados.
- Empatía y madurez emocional.
Benefits
- Cultura de trabajo basada en la confianza y el propósito.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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