Customer Service Manager
Snap Finance
Alajuela, Costa Rica
hace 3 días

Description

Snap Finance is a rapidly growing digital-finance company that specializes in providing consumer financial services and rent-

to-own purchase options. Snap has a strong supportive culture and is dedicated to its customers, merchant partners, and its team members.

A Snap company value is to Invite the Ideas . This happens by creating a dynamic cultural environment where team members are treated with trust, respect and dignity.

Large corporations tend to stagnate under the burden of compliance and regulatory pressure. A focus at Snap is to be nimble and fight back the bureaucracy and office politics that turns an exciting, challenging opportunity into a job.

Snap knows that happy, empowered and engaged team members are essential to innovation and competitive success. And these types of individuals enjoy working together, pushing and challenging each other to achieve amazing results.

The impact of this approach is apparent with low team member turnover and exceptional customer service KPIs and reviews.

82% of Snap’s customers would recommend Snap to a close friend or family member, and over a third of Snap’s customers are repeat customers.

We are hiring a Customer Service Manager for our Costa Rica office. If you possess the qualities below and a strong desire to learn, grow, and Get Stuff Done.

Role Description : The Contact Center Manager will lead and support a team of 120 - 160 customer service representatives.

This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of a dynamic customer-

focused and metrics driven environment. She / he will engage the agents and coach their performance to deliver the best customer experience to both Snap’s customers and merchant partners.

The priority for this position is to support the customer service representatives who report to her / him and will be responsible for the coaching, development, performance and commitment of these customer service representatives.

It is expected that these employees will be the manager s primary focus. To achieve this, she / he must be open and achievable, engaging with employees to understand their challenges individually and to be able to coach and promote them effectively.

She / he prioritizes and dedicates enough time to the development of her / his staff to continually improve it and creates a working atmosphere where customer service agents are motivated to deliver the best customer service.

Candidate Profile : The ideal candidate seeks to understand Snap core business values and initiatives and translates those into everyday practices.

Ideally suited for a professional who is smart and eager to learn, hungry and driven to succeed, and always up for solving a challenge with a great team.

Requirements

Required Qualities & Expectations :

  • Familiarity with call center operational metrics and quality measures
  • Manages Talent Enthusiasm for and experience in coaching a team for performance
  • Thinks Critically - Deft ability to understand Snap’s business and its evolving needs
  • Flexible - readily adjusts strategy and tactics to meet evolving business needs
  • Communicates effectively clearly and proactively communicates to partners
  • Readily works independently to achieve established goals
  • Highly collaborative; seeks and supports cross-boundary relationships
  • Desires to further develop your own leadership skills and business acumen
  • Drives for Results - Highly productive; meets or exceeds multiple / simultaneous deadlines while maintaining a calm, fun loving, and always professional demeanor
  • Consistently brings an engaged, positive attitude and likes to Get Stuff Done!
  • Drives service levels of 85% / 30 sec & strong quality and customer service scores
  • Recognizes and rewards outstanding individual and team accomplishments
  • Employs a constructive, coaching leadership style
  • Skills / Education / Experience :

  • Minimum 5 years call center experience; 7+ years total work experience
  • Minimum 2-3 years leading / managing a call center team *required
  • Technologically savvy, and experienced with call center applications and reporting
  • Bachelor’s Degree
  • Financial Services and / or Retail industry experience preferred
  • Experience with multi-site / international call center operations a plus
  • Benefits

  • Fantastic work environment
  • Private Insurance + Regular CCSS
  • $125 in eye glasses yearly
  • 3 paid Personal days per year
  • Snap Finance EEO Policy :

    All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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