Coordinador de Gestión, Contact Center

This is a fully remote position, open to applicants in Chile.

📋 Description

• Monitor and manage KPIs/SLAs for the Contact Center and implement improvement plans in case of deviations.

• Ensure service quality, adherence to protocols, and compliance with financial consumer protection regulations (SERNAC Financiero / CMF).

• Schedule shifts, staffing, and demand management to guarantee service continuity and efficient resource utilization.

• Coordinate the resolution of incidents with internal departments (Product, Operations, Risk, Technology) and customer service providers (BPO).

• Drive optimizations in the service model based on customer feedback and lead, motivate, and develop the team under your supervision.

⛳️ Requirements

• Must hold a degree in Commercial Engineering, Industrial Engineering, Business Administration, or related fields.

• Possess 4 to 6 years of experience in customer service or service operations.

• Proficient in platforms such as Zendesk, Salesforce Service Cloud, Genesys, NICE, or similar.

• Advanced skills in Excel/Google Sheets and solid knowledge in Workforce Management (shift planning, staffing, and demand forecasting).

• Familiarity with financial consumer protection regulations (SERNAC Financiero) and CMF standards.

🏝️ Benefits

• Annual budget for self-managed training.

• Remote work options.

• Day off on your birthday.

• Half-day off for your children's or parents' birthdays.

• Short Fridays (we finish at 2 PM every Friday).

• Work from anywhere (Work from wherever you want! Just remember to have a good internet connection).