Customer Service Manager (Naucalpan de Juárez)

An 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 through different social media applications. 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 adecuado call center customer service manager will know how to oversee the daily call center operation, 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

• 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:

• Gross base salary of $60,000 MXN
• Legal benefits
• Direct contract with the institution

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