Customer Service Coordinator

Description

Job Summary: Manage and optimize the appointment scheduling and sales center by coordinating teams to ensure excellence in customer service, productivity, and quality. Key Responsibilities: 1. Coordinate digital and telephone customer service teams 2. Monitor operational metrics and team performance 3. Continuously develop and train the team Ensure excellence in patient and partner service, guaranteeing operational efficiency of the exam scheduling and sales center, achievement of productivity and satisfaction targets, and compliance with the quality and experience standards defined by Grupo Amo. Coordinate telephone, WhatsApp, and other digital channel customer service teams, ensuring achievement of scheduling, sales, and service quality targets. * Monitor operational metrics (Average Speed of Answer, Average Handle Time, Conversion Rate, Absenteeism, Service Level, Net Promoter Score, among others). * Ensure adherence to service scripts, protocols, and company commercial policies. * Manage work schedules and ensure adequate coverage across all shifts. * Support continuous team development and training through feedback, training sessions, and individual performance coaching. * Identify opportunities to improve customer service processes and propose solutions jointly with relevant departments (Operations, Sales, IT, Marketing, and People Management). * Ensure smooth communication between the Center and Grupo Amo’s healthcare units, guaranteeing accurate appointments and information for patients. * Supervise proper use of scheduling systems and CRM, ensuring complete and reliable recordkeeping. * Monitor team morale and engagement, fostering a collaborative, high-performance environment. * Prepare management reports and present periodic results to leadership.