Coordinador de Gestión Contact Center, Reemplazo Pre y Post Natal

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

📋 Description

• Monitor and manage KPIs/SLAs of 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).

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

• Coordinate incident resolution with internal departments (Product, Operations, Risk, Technology) and external 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 Civil Engineering, Business Administration, or related fields.

• Have between 4 to 6 years of experience in customer service or service operations areas.

• 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 for your birthday.

• Half-day off for the birthdays of children/parents.

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

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