Remote Channels Leader

Description

Job Summary: We are seeking a Remote Channels Leader to lead the digital customer service operation and strategy, ensuring an efficient and high-quality experience for customers. Key Highlights: 1. Lead the operation and strategy of remote customer service and communication channels. 2. Foster a high-performance culture and digital transformation. 3. Opportunity to join an organization in constant evolution. At Progesys, a specialist recruitment and personnel selection firm, we are looking for a Remote Channels Leader for a major organization. Position Objective Lead the operation and strategy of remote customer service and communication channels, ensuring an efficient, agile, and high-quality experience for customers and users via digital and remote channels. Main Responsibilities * Supervise and coordinate the operation of remote channels (chat, email, WhatsApp, social media, phone calls, and digital platforms). * Lead and develop teams of remote supervisors, agents, or executives. * Monitor management indicators, productivity, and customer experience metrics. * Manage compliance with SLAs and quality standards. * Implement continuous improvements in service processes and workflows. * Prepare operational performance reports and analyses. * Coordinate activities with IT, Quality, Training, and Operations departments. * Manage incidents and critical escalations. * Drive automation initiatives and digital transformation. * Promote a high-performance culture, collaboration, and effective remote work. Requirements * Professional degree in Administration, Engineering, Communications, Marketing, or related field. * Minimum 3 years of experience leading remote teams or digital channels. * Experience in Contact Centers, Customer Service, or Remote Support. * Experience managing multichannel operations. * Proficiency in operational and customer experience metrics. * Knowledge of CRM platforms and Contact Center tools. * Intermediate or advanced Excel skills. * Power BI or Tableau proficiency is desirable. Competencies * Leadership. * Results orientation. * Effective communication. * Analytical ability. * Problem-solving. * Organization and planning. * Adaptability. * Working under pressure. * Remote team management. We offer the opportunity to join an organization in constant evolution, actively participating in continuous improvement projects, innovation, and digital transformation—with a focus on customer experience and operational excellence. We invite you to apply!