Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
About the role
- Customer Service Operations Lead developing efficient client service solutions at Symplifica. Leading a key operation focused on home work dignity and social impact through AI and automation.
Responsibilities
- Diseñar y liderar la estrategia operativa de Customer Service.
- Asegurar cumplimiento de SLA, reducción de backlog y mejora de FCR.
- Implementar QA, scorecards, calibraciones y coaching estructurado.
- Diseñar playbooks, protocolos y procesos escalables.
- Liderar proyectos de automatización, IA y handoff humano-digital.
- Trabajar de la mano con Producto, Tecnología, Operaciones y CX para eliminar fricciones y mejorar la experiencia del cliente.
- Gestionar indicadores clave como productividad, capacidad, QA, recontacto y backlog.
Requirements
- Mínimo 5 años liderando operaciones de servicio al cliente digital.
- Experiencia en contact center digital, chat, WhatsApp o canales similares.
- Dominio de métricas operativas, WFM, QA, backlog, FCR y productividad.
- Experiencia implementando automatización, bots, IA o modelos híbridos de atención.
- Perfil con pensamiento estratégico, liderazgo, foco en resultados y capacidad de tomar decisiones rápidas basadas en datos.
- Deseable experiencia en fintech, SaaS o negocios de alto volumen.
Benefits
- Modalidad de trabajo: Híbrido
- La oportunidad de liderar una operación clave en una compañía con propósito y alto impacto social.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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