Customer Service Deputy Director

Invex is looking for an experienced Customer Service Deputy Director with expertise in Operations Management, Process Improvement & innovation, Customer Experience Strategies Customer metrics to oversee our Call Center operation. This position manager will be dedicated to providing provide reliable, measurable, and high-quality customer service to our customers through different channels. We are looking for a candidate who can demonstrate strong and capable leadership qualities and the ability to resolve all types of customer inquiries. Our ideal candidate will know how to oversee the daily Contact call cCenter oOperation, compile data to assess the department’s progress, and coordinate with upper management to find ways to enhance customer service objectives among employees.

Objectives of this role

• Lead the operation and strategic transformation of the Contact Center focused on Customer Experience.
• Ensure high standards of quality, KPI compliance and customer satisfaction, while promoting continuous improvement initiatives, technological projects, and profitability analysis (business cases) that optimize operational performance and contribute to the bank's efficiency objectives.
• Oversee the daily Call Contact Center Operation and team performance.
• Ensure disciplined process execution, KPI achievement, and service quality.
• Define the comprehensive strategy to achieve correct NPS, CSAT, Customer Effort and FCR objectives.
• Transform the service model by automating processes.
• 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.
• Drive technological projects, process automation, and profitability analysis (business cases)

Responsibilities

• Design and execute long-term customer care strategies that align with broader organizational goals.
• Establish service levels, define Key Performance Indicators (KPIs), and evaluate managers to ensure standards are consistently met.
• Analyze quantitative and qualitative customer feedback (e.g., surveys, support tickets) to identify critical touchpoints in the customer journey.
• Actively identify operational inefficiencies and implement modern service tools or training protocols.
• Represent the customer's voice by partnering with departments like Product, Sales, and Marketing.
• Recruit, mentor, and oversee department supervisory staff.
• Receive and analize and implement customer feedback to improve the quality of service, department processes and coordinate with other areas when applicable.
• 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.
• Deploy 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 within them.
• Ensure that all operations and interactions comply with company and local government rules and regulations.
• Monitor and perform in-depth root cause analysis (RCA) on operational deviations.
• Manage cross-functional coordination with development teams (IT/Technology).

Skills and qualifications

• Bachelor's degree in administrative careers (Desirable).
• 6+ years of experience in Call Center upper management.
• 4+ years of experience in Customer Service or Financial Operations.
• Strong understanding of customer service and customer success processes.
• Clear verbal and written communication skills in English and Spanish.
• Familiarity with management techniques.
• Ability to understand, meet and exceed performance expectations.customer needs
• Interpersonal skills.
• Problem-solving skills.
• Ability to maintain customer and company confidentiality.
• Ability to work collaboratively.
• Advanced Excel and MS Office skills.
• Experience with Genesys and Avaya.
• Familiar with Six Sigma processes.

We offer:

• Gross base salary of $90,000 MXN.
• Legal benefits.
• Direct contract with the Bank.
• Growth opportunities.
• Very positive culture and work environment.

Additional benefits after 3 months:

• 30 days of Christmas bonus.
• Major Medical Expense Insurance.
• Annual performance bonus (Up to 3 months based on results).
• Savings Fund (Investment).
• Life insurance.
• Company vehicle.