Senior Service Manager
hace 6 días
We are seeking a highly skilled Senior Service Manager to lead our Customer Service Team in the Latin American Region. As a key member of our team, you will be responsible for providing emergent assistance to travelers abroad, utilizing your problem-solving, analytical, and customer service skills to deliver exceptional results.
Key Responsibilities- Lead and develop a high-performing team of Customer Service Team Leaders and 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 the Operations Implementation Manager.
- Continuously review and refine business unit operations to improve performance.
- Answer customer inquiries and provide recommendations for corrective actions.
- Collaborate with peers in Claims, Quality Assurance, and Training Development to support business unit performance.
- Perform Team Lead and Coordinator roles as needed.
- 3-5+ years of experience in a customer service leadership role, preferably with international service.
- Bilingual in Spanish and English, with trilingual proficiency in Portuguese, Spanish, and English a plus.
- Intermediate knowledge of O365 products.
- Bachelor's degree or extensive leadership experience required.
- Strong problem-solving and sense of urgency.
- Clear, concise, and professional verbal and written communication skills in Spanish and English.
American International Group, Inc. (AIG) is a leading global insurance organization with a 100-year legacy of making the world a better place. We offer a range of employee benefits and resources to support our employees' health, savings, financial protection, and wellbeing. We foster a culture of inclusion and belonging through flexible work arrangements, diversity and inclusion learning, and Employee Resource Groups.
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