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Senior Service Manager
hace 2 meses
About the Role
The Senior Service Manager - Latin American Region is a key position within our organization, responsible for leading and developing a team of Customer Service Team Leaders and Customer Service Coordinators. This role requires a strong leader who can supervise and delegate daily activities, communicate goals and expectations, and deliver performance feedback.
Key Responsibilities
- Lead and develop a team of Customer Service Team Leaders and Customer Service Coordinators
- Supervise and delegate daily activities and work processes related to call center operations and emergent case management
- Communicate goals and expectations to staff and deliver performance feedback
- Co-Lead staff development activities with Operations Implementation Manager
- Continually review and refine business unit operations to improve performance
- Answer questions about services or products and recommend corrective actions to address customer complaints
- Work with peers in Claims, Quality Assurance, and Training Development to support business unit performance
Requirements
- 3-5+ years of experience in a customer service leadership role, preferably with international service
- Bilingual in Spanish and English, trilingual in Portuguese, Spanish, and English preferred
- Intermediate knowledge of O365 products (Excel, SharePoint, Forms, PowerPoint)
- Bachelor's degree or extensive leadership experience required
- Strong problem-solving and sense of urgency
- Clear, concise, and professional verbal and written communication abilities in both Spanish and English
About Us
American International Group, Inc. (AIG) is a leading global insurance organization with a 100-year legacy of working to make the world a better place. We offer a range of employee benefits and resources to help you protect what matters most - your healthcare, savings, financial protection, and wellbeing.
We believe in fostering our employees' development and offer a range of learning opportunities to hone their professional skills. AIG is an Equal Opportunity Employer and values diversity and inclusion in the workplace.
