TELESERVICE COORDINATOR

Description

Job Summary: Professional responsible for planning, coordinating, and optimizing customer service operations; leading supervisor teams; and ensuring service quality and citizen experience. Key Highlights: 1. Strategic leadership of customer service operations 2. Development of supervisor teams 3. Continuous improvement of citizen experience **Operations Management (Strategic Perspective)** * Plan and coordinate customer service operations (active, reactive, and digital). * Ensure compliance with SLAs, operational targets, and quality standards. * Participate in defining operational capacity (team sizing). * Monitor call volume, queue length, average handling time (AHT), abandonment rate, and productivity. **Supervisor Management (Core Function)** * Lead, develop, and monitor Customer Service Supervisors. * Conduct alignment, performance, and development meetings. * Ensure supervisors manage their teams in a structured manner. * Support decision-making during critical operational situations. **Performance and KPI Management** * Monitor and analyze operational and quality KPIs: * + Service Level Agreement (SLA) + AHT + NPS / citizen satisfaction + Rework rate + Absenteeism + Agent productivity * Prepare management reports and dashboards for executive leadership. * Propose action plans based on KPI analysis. **Quality and Citizen Experience** * Ensure standardized service delivery according to scripts and protocols. * Drive improvements in the citizen’s journey. * Reduce operational errors (e.g., incorrect appointments, rework). * Handle critical requests and escalated complaints. **Processes and Continuous Improvement** * Map, review, and optimize operational processes. * Implement contact center best practices (CX, operational efficiency). * Reduce operational costs without compromising quality. * Collaborate with IT to implement systemic improvements (IDS, ZAP, etc.). **People Management and Organizational Climate** * Monitor the operational team’s organizational climate. * Drive retention, engagement, and team development. * Ensure continuous feedback and performance evaluation. * Support HR in team movements and team structuring. **Stakeholder Interface** * Serve as the primary liaison between operations, executive leadership, and clients (municipalities). * Participate in strategic meetings with internal departments. * Ensure alignment between operations and public contracts.