Senior Customer Service Specialist

Hybrid Work ModelBe part of a growing team worldwideSobre o nosso cliente Our client is a multinational company and a global leader in hearing care solutions and services for retail expertise, customization and consumer care.
Descrição Contributes to defining the strategy and ensures its implementation and adaptation to call centers.Oversees the management of local call centers (outsourced).Tracks interactions to ensure customer expectations are met.Develops and implements operational dashboards to optimize internal KPIs.Collaborates on workforce planning, working with the call center provider's management to achieve agreed goals.Participates in the design and implementation of incentive schemes.Drives the rollout and optimization of the customer contact strategy.Configures dialing rules, scripts, campaigns, priorities, and messaging.Develops initiatives to boost efficiency and productivity (minimizing idle time in inbound and outbound operations) and establishes priorities.Works with the call center provider to determine the most effective dialer setup: Predictive, Power, Manual or Blended.Defines the technical configuration of dialers, including answering machine detection and nuisance call rates.Manages campaigns in real time, adjusting priorities and filters as needed.Perfil ideal A minimum of 4 years of relevant experience in a similar position.Proven experience in team management (mandatory).Strong analytical skills, business acumen, and a solid understanding of metrics, models and systems.Excellent project management skills.Fluency in English (mandatory).Significant experience in digital tools and strategies (highly valued).Vantagens Hybrid Work Model.A supportive and collaborative work culture.Opportunities for continuous professional development and career progression.
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