Contact Center Management Coordinator

Role Summary

About Tenpo

At Tenpo we are building the future of finance in Chile!

Today we are more than 400 professionals united by a historic milestone: we are the first Neobank in the country. We have evolved to create a 100% digital, robust and inclusive financial ecosystem, designed to break down the barriers of traditional banking and be accessible to all people.

We stopped being just an app to become the most innovative banking proposal in Chile. Here we are driven by a passion for excellence and a clear purpose of transforming the industry with cutting-edge technology and a vision for the future.

At Tenpo we are leaders, we are brave in the face of challenges and, above all, we are human: we truly connect with the needs of people and our country.

The future has arrived and has a banking license. Let's go with everything. Strongly. With vision.

With Neobanco N. # Tenpo ConNdeNeobanco 💚

About the Position

At Tenpo, we are looking for our next Contact Center Management Coordinator. Who will have the mission of leading the daily operation of the service channel and the management of the Contact Center, ensuring operational continuity, high quality standards, timely resolution and regulatory compliance (CMF / SERNAC Financial) to deliver an empathetic and excellent experience to our clients.

Responsibilities

• Operational performance management: Monitor and control KPIs/SLAs of the Contact Center and execute improvement plans in the event of deviations.
• Quality and compliance guarantee: Ensure the quality of the service, adherence to protocols and compliance with financial consumer protection regulations (SERNAC Financiero / CMF).
• Planning and capacity (WFM): Plan shifts, staffing and demand management to ensure service continuity and efficient use of resources.
• Stakeholder and supplier management: Coordinate the resolution of incidents with internal areas (Product, Operations, Risk, Technology) and service providers (BPO).
• Continuous improvement and leadership: Drive optimizations in the service model based on the voice of the customer and lead, motivate and develop the team in charge.

Requirements

• What do you need to apply?
• Have a degree in Commercial Engineering, Industrial Civil Engineering, Business Administration or related careers.
• Between 4 and 6 years of experience in customer service or service operations areas.
• Management of platforms such as Zendesk, Salesforce Service Cloud, Genesys, NICE or similar.
• Advanced use of Excel/Google Sheets and solid knowledge in Workforce Management (shift planning, staffing and demand forecasting).
• Knowledge of financial consumer protection regulations (SERNAC Financiero) and CMF standards.
• Benefits of Working at Tenpo
• 📚 Annual budget to self-manage training.
• 👩💻 Teleworking.
• 🎂 Free birthday.
• 🧁 Half day birthday of children/parents.
• 💃 Short Fridays (every Friday we finish at 2 p.m.).
• 🌍 Work from anywhere (Work from wherever you want! Just remember to have a good internet connection).
• ✨ Among many others!!!
• At Tenpo we value diversity and promote an inclusive and safe environment for all people, regardless of disability, culture, religion, ethnicity, gender or LGBTQ+ identity.
• Join us and be part of the change! 🚀