Customer Service Coordinator – Bilingual

Responsibilities

• Coordinate the supervision team, ensuring effective communication and cascading of information across the operation
• Train and develop leaders to build a high-performance team and identify successors
• Analyze performance metrics and reports to identify improvement opportunities
• Monitor KPI delivery, proactively identifying and correcting deviations
• Focus on productivity
• Ensure service quality and customer satisfaction by reviewing service flows and processes
• Conduct performance review meetings with leadership and develop structured action plans based on identified opportunities
• Build relationships with internal departments and peers to ensure effective collaboration
• Manage service contracts with vendors to ensure KPI delivery
• Manage conflict situations
• Cost control

Requirements

• Bachelor’s degree (completed)
• Experience in call center customer service
• Experience in coordination/team leadership
• Experience preparing and presenting performance indicators
• Experience managing BPOs
• Advanced English or Spanish