**Rodi Motor Services,** a leading company in the automotive aftermarket sector, dedicated to comprehensive vehicle maintenance and repair, with more than 180 sales points and expansion prospects both nationally and internationally. We are looking for our **Central Office** a **Customer Service Technology Manager,** to lead the digital transformation of our Call Center, aligning technology, people, and processes to deliver an agile, personalized, and effective customer service experience. #### **What we offer:** * Join a solid and dynamic team with a strong commitment to continuous improvement. * Opportunities for professional development and cross-functional leadership. * Stable employment contract * Full-time, 40 hours per week * Advanced technological resources and support to implement your ideas. * A results-oriented work environment focused on team well-being. #### **Main responsibilities:** **Strategic:** * Design, implement, and optimize customer service and telephone sales policies. * Lead digitalization and automation projects: CRM, IVR, chatbots, data analytics. * Coordinate campaigns together with Marketing and Sales teams. * Promote continuous improvement by aligning processes with Technology, HR, and Operations departments. * Supervise and motivate the team to achieve service, satisfaction, and conversion goals. **Operational:** * Support and train the operational team. * Manage complex incidents and high-impact inquiries. * Monitor key KPIs: SLA, FCR, CSAT, conversion rates, and budgets. * Collaborate closely with workshops and internal departments. #### **Ideal profile:** * University degree in Business Administration, Communications, Marketing, or related fields. Engineering degrees with a commercial profile will also be considered. * Minimum of 3 years leading customer service teams or in Contact Center environments. * Experience with CRM tools, digital telephony platforms, ticketing systems, and self-service solutions. * Knowledge of analytical tools such as Excel, Power BI, Tableau, etc. * Skills in leadership, analytical thinking, emotional management, communication, and decision-making under pressure. * Optimistic, empathetic person who enjoys teamwork * Passion and/or knowledge of the automotive world will be valued #### **Are you passionate about leading teams, transforming processes, and improving customer experience through technology?** Join Rodi Motor Services and help us continue making a difference.