We have an opportunity for you, we are looking for Partner Service Manager
The Partner Service Manager will assist and support the Customer Services & Dispatch Operations in the design, construction, and ongoing coordination of activities for the Partner Services team while providing exceptional support to the Services team, Dispatch team, partners and customers. As a Manager, will oversee the daily operations, establishing and managing internal metrics, and will be responsible for training each Partner Care Team Leader ensuring that the entire team provides the best in class service delivery. The PS Manager will have experience with contact center & services operations and have the knowledge and experience to implement workflow and staffing models so the team operates at maximum effectiveness.
The PS Manager will bring experience training new employees and putting a growth path in place for the existing specialist. They also require knowledge with Internet Technologies, tracking/CRM systems, and other tools to manage high inquiry volume from partners and end customers.
What are your challenges going to be...
To Lead a team focused in partner´s delight
Design and build our partner services operation supporting teamleads, heads and agents.
Design and control all communications from Partners.
Determine and implement optimal support services practices to ensure the Partner satisfaction.
Develop appropriate solutions and SOP to support Service operations. Continuously look for opportunities for process improvement and make recommendations to management.
Evaluate reporting metrics, analyze daily and weekly reports and recognize changes that impact service delivery.
Monitor daily activity of the team and ensure resolution of issues. Keep management informed on patterns and trends that are outside normal bounds.
Oversee hiring and training of and provide feedback, coaching and development for the Partner Care Team Leaders. Train the team to become accountable for contact resolution.
Work with all departments to provide the highest level of Satisfaction. Plan and execute customer fulfillment tasks such as partners onboarding, payment processing, and other customer outreach efforts
Monitor PS Specialists' proficiency in typing, grammar, and verbal communication. Conduct quality monitoring and skill based assessments of the specialist
What we expect from you:
8+ years of customer care, Chats or contact center management experience
3+ years of experience with ISO 9000 norms, COPC and/or other standards for processes development and implementation.
LSS and or ITIL certifications its a plus
Experience at project management (PMI) is highly valorated
Has an extensive operational background and worked in an industry where customer service was a key focus. Strong background working with tracking systems and all tools associated with this type of technology. Knowledge of Salesforce.com or similar system is helpful.
Attention to detail with reporting, able to evaluate pain points and develop alternative solutions to make changes quickly.
Excellent interpersonal, verbal and written communications skills and attention to detail.
Understands the impact of customer service delivery
Bachelor’s degree or equivalent experience
Advance Level of English
