Customer Experience Assistant Manager
HybridLima, Lima Province, Peru
Job Summary
Oversee a team of 4-6 supervisors, conduct regular performance evaluations, and manage payroll, PTO, and sick requests to ensure seamless customer experience operations. Analyze historical data and current trends to forecast staffing needs, develop workforce management tools, and adjust allocation to meet inbound demand during seasonal spikes. Monitor real-time performance across email, chat, and phone channels to maintain SLAs and a target CSAT score of 85% or higher, while collaborating with retention teams to reduce churn. Provide coaching to supervisors, implement corrective actions for performance gaps, and participate in strategy meetings to drive continuous improvement. Work Monday through Friday from 2 PM to 10 PM EST with one weekend supervision per month, reporting directly to CX leadership.
Required Qualifications
- Outstanding level of English (oral and written)
- Effective communication skills
- At least 5+ years of experience in customer support management
- Proven track record of meeting and exceeding KPIs such as SLAs, CSAT, and retention
- Experience managing a team, including workforce management, and developing talent to drive performance
- Experience in implementing and managing Performance Improvement Plans (PIPs)
- Strong data analysis skills
- Proficiency in spreadsheets (Excel or Google Sheets)
- Experience analyzing data using Tableau
- Availability to supervise one weekend per month
- Availability to work on Argentinian Public Holidays
- Ability to attend office on demand
Desired Qualifications
- Strong analytical skills and experience in forecasting, scheduling, and real-time workforce management
- Positive attitude, great people skills, and willingness to go the extra mile for a team member
- Being very organized, even under pressure, and able to manage multiple priorities effectively
- Experience with tracking and reporting metrics and translating data into actionable insights
- Knowledge of nutritional information and fine dining
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