Customer Service Manager (Customer Experience) - Cartagena

Keywords: Customer Service Manager Customer Experience Manager Customer Operations Manager Contact Center Manager Service Delivery Manager KPIs SLAs Contact Center Management data analysis continuous improvement operational planning English C1 BPO Customer Operations Service Delivery

Leadership is required to direct Customer Service and Customer Experience operations in Cartagena. We are looking to manage teams in an international environment through data analysis, constant monitoring of KPIs and SLAs, and a C1 English level to ensure business results. Responsibilities: Lead Customer Service and Customer Experience operations, guaranteeing high levels of customer satisfaction and retention. Manage and develop high-performance teams, promoting a culture focused on results and service excellence. Define, monitor, and analyze KPIs, SLAs, and operational metrics to ensure compliance with business objectives. Implement continuous improvement strategies oriented toward optimizing customer experience and operational efficiency. Lead transformation and process improvement initiatives within the operation. Coordinate communication and alignment between the different areas involved in customer service and experience. Analyze operational trends and generate action plans that contribute to the continuous improvement of indicators. Guarantee adequate operational planning and resource availability for the fulfillment of service agreements. Maintain a close relationship with internal and external stakeholders, ensuring the correct execution of the area's strategy. Present results, indicators, and action plans to senior management.

Requirements: University degree in Business Administration, Industrial Engineering, International Business, Marketing, or related fields. Minimum 5 years of experience leading areas of Customer Service, Customer Experience, Contact Center, BPO, Customer Operations, or Service Delivery. Experience leading work teams and managing performance indicators. Advanced English level C1 is indispensable. Proven experience in managing KPIs, SLAs, and operational metrics. Certified knowledge in continuous improvement methodologies and process optimization. Ability for decision-making based on data analysis. Valid American visa and availability to undertake international travel. Availability to work in-person in Cartagena.

Education level: Professional

Labor sectors: Customer service and related Call center, telemarketing, BPO, and related

Position: Manager

Other skills: Technical skills: KPI Management Customer Experience Contact Center Management Data analysis Continuous improvement

Interpersonal skills: Leadership Strategic thinking Effective communication Decision making Negotiation