Important financial institution is looking for an experienced Customer Service Manager with expertise in Social Media interactions to oversee our Call Center operation. This manager Will be dedicated to providing reliable, measurable, and high-quality customer service to our customers in different Social Media applications. We are looking for a candidate who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries. Our ideal Call Center Customer Service Manager will know how to oversee the daily Call Center operation, compiling data to make assessments of their department's progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.
Objectives of this role
Manage daily Call Center workflow within the customer service department
Manage all our Social Media platforms
Manage important Customer Service projects
Development, implementation, and tracking of SOPs or SOWs
Create and track call center customer service KPIs
Supervise a team of customer service representatives
Hire and onboard new customer service employees
Document all interactions with clients
Plan, manage and control the department's materials and asset maintenance.
Plan, manage and control the different functions and activities to support the Commercial area in terms of quotes, project administration, collections, etc.
Plan, manage and control special projects that require the intervention of external companies.
Plan, manage and control the procurement of information, materials, tools, equipment and personnel necessary for the success of various assignment service projects.
Plan and manage administrative control (evaluations, training, policies, etc.) of the personnel under your charge.
Plan and manage external technical support for externally assigned personnel.
Report important events in operations or requirements (Monthly Operations Reports, etc.)
Responsibilities
Respond to customer inquiries regularly
Receive and implement customer feedback to improve the quality of service
Manage daily progress in meeting important business metrics
Generate detailed reports on customer interactions
Provide additional upskilling or learning opportunities for team members
Oversee the budget for the customer service department
Ensure that agents follow the processes kept by the company by monitoring calls
Provide ongoing training for staff, ensuring they are up to date with procedures and best practices
Monitor KPI's through management systems to ensure compliance with these
Ensure that all operations and interactions comply with company and local government rules and regulations
Make reports on efficiency, achievement of objectives for delivery to Management
Skills and qualifications
Fully bilingual (this is a must)
Bachelor's degree in administrative careers (Desirable)
6+ years of experience in Call Center management
4+ years of experience in Customer Service
Strong understanding of customer service and customer success
Clear verbal and written communication skills in English and Spanish
Familiarity with management techniques
Ability to meet and exceed customer needs
Interpersonal skills
Problem-solving skills
Ability to maintain customer confidentiality
Ability to work collaboratively
Advanced Excel and MS Office skills
Experience with Avaya (Desirable)
We offer
MXN 55,000 monthly gross payment
Law benefits
Food coupons MXN 2,500
30 days Christmas Bonus
Private Medical Insurance
Saving fund (Investment)
Life Insurance
Company vehicle
Mid-term growth
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