Service Center Team Lead

It provides customers with a comprehensive service, commercial, and operational support layer.
The Service Center is the company's central point of contact for customers on a wide range of matters unrelated to technical service calls. It serves thousands of customers through three channels: WhatsApp, a telephone switchboard, and tasks received from the Digital Center.

Overall responsibility for managing the Service Center's day-to-day operations, ensuring service availability, quality, and efficiency, meeting performance targets, and continuously improving the customer experience and operational processes.

Responsibilities:

• Team management and leadership: Provide professional guidance, mentoring, and development for team members; onboard and train new employees; conduct performance feedback; and implement uniform professional standards for service delivery.
• Service quality and customer experience: Handle complex inquiries and escalations, identify recurring failures, improve response quality, and lead initiatives to increase customer satisfaction.
• Commercial and operational support for customers: Be responsible for handling collections, price quotes, activity expansion, and the sale of additional products and services to existing customers (upsell), in line with company policy.
• Permissions and digital services management: Be responsible for the processes of opening and managing customer permissions for digital channels.
• Company and product process expertise: Consistently instill knowledge in the team on topics such as licensing plan renewals, service contracts, customer installations, price increase processes, and product updates.
• Performance monitoring and analysis: Track service metrics, response and handling times, throughput, response quality, customer satisfaction, and commercial activity; generate insights and lead performance improvement plans.
• Process optimization and technology implementation: Identify opportunities for automation, digitization, and reduction of manual work; define and implement improvements to work processes and the systems that support service, in cooperation with relevant stakeholders in the organization.

Requirements:

• Previous experience managing a customer service team, including direct people management, mentoring, training, and motivating employees to meet targets.
• Experience managing service operations in a multi-task, multi-channel environment.
• Ability to analyze data and performance metrics, generate insights, and lead improvement programs.
• Technological orientation and experience working with information systems, service systems, and BI tools.
• Ability to lead process improvement, streamline work methods, and implement digital solutions and automation.
• Business and numerical acumen, along with the ability to handle complex commercial and operational processes.
• Strong service orientation, assertiveness, independence, and the ability to work with many stakeholders across the organization.
• Familiarity with the Priority system – a significant advantage.