Head of Contact Center Peru Lima in PIN-UP.CRM

PIN-UP.CRM is seeking a dynamic Head of Contact Center to join our growing team in our Peru Lima office. This leadership role requires fluency in Spanish, Ukrainian, and English.

Requirements:

• Education: Bachelor's degree or higher in Business Administration, Hospitality Management, or Marketing.
• Experience: Minimum of 4 years in senior management within customer service or contact center environments, preferably in the gambling industry.
• Skills: Strong leadership, communication, problem-solving, and analytical skills. Proficiency in contact center technology.
• Knowledge: Deep understanding of gambling industry regulations and customer service practices, with familiarity with local laws in Peru.
• Languages: Fluency in Spanish, Ukrainian, and English.

Professionalism:

The Head of the Contact Center should maintain professionalism in a fast-paced environment, handling high-stakes situations and customers effectively.

Responsibilities:

• Strategic Planning: Develop and implement strategies to achieve business goals, including market research and resource allocation.
• Team Management: Hire, train, and supervise customer service representatives, setting performance goals and implementing training programs.
• Customer Service: Ensure excellent customer service standards, monitor satisfaction levels, and resolve issues.
• Compliance: Ensure center operations comply with laws, regulations, and industry standards.
• Budgeting and Financial Management: Develop and manage the center's budget, forecast revenue, and optimize financial performance.
• Technology and Process Improvement: Identify opportunities for process improvement and implement new technologies.
• Reporting and Analysis: Collect and analyze data to evaluate performance and make strategic recommendations.

What We Offer:

• Competitive salary
• Relocation package
• Equipment for work according to ecosystem standards
• Paid vacations, personal events days, and sick leave
• Medical insurance
• Educational support and internal/external training opportunities
• Multiple internal activities and company events