Associate Manager - Contact Center (Xico)

Job Title

Associate Manager, Client Experience

Location

Paseo de la Reforma, CDMX (Onsite)

Industry

Contact Centers

Job Summary

We are seeking an Associate Manager to support and enhance operational excellence within our Technical Support department. In this role, you will collaborate closely with the Client Experience Sr. Manager to oversee projects, streamline processes, and nurture key stakeholder relationships. Your core responsibilities include managing administrative tasks, improving communication across departments, and driving operational success. If you excel in organization, collaboration, and delivering results, this role is for you.

Roles & Responsibilities

• Strategic Support : Provide high-level leadership to contact center operations, ensuring performance aligns with business KPIs.
• Data-Driven Decision-Making : Manage follow-ups, documentation, and analytics to inform strategies and decisions.
• Collaboration : Partner with senior leadership to align customer experience initiatives with business goals.
• Customer Experience : Develop and implement strategies to exceed customer expectations and deliver industry-leading service.
• Analysis & Improvement : Analyze customer feedback and market trends to identify opportunities for improvement.
• Cross-functional coordination : Work with teams across management, product, training, QA, and workforce management to ensure consistent service quality.
• Team Development : Mentor, coach, and train team members to achieve performance goals and quality standards.
• Performance Monitoring : Track operational performance, identify trends, and recommend improvements.
• Continuous Training : Ensure teams complete necessary re-training to maintain service excellence.
• Communication : Conduct team meetings to share updates on policies, procedures, and product changes.
• Recognition & Accountability : Recognize top performers and provide disciplinary recommendations to uphold service standards.
• Reporting : Offer the Sr. Manager insights on daily operations and improvement opportunities.
• Recruitment & Staffing : Assist in selecting and onboarding new team members.
• Flexibility : Perform additional duties as assigned by the Sr. Manager.

Skills & Qualifications

• Experience : Minimum 3 years in a leadership role.
• Languages : Proficiency in English and Spanish (verbal and written).
• Collaboration : Proven cross-functional communication and teamwork skills.
• Project Management : Strong ability to manage projects, follow up, and ensure timely execution.
• Problem-Solving : Excellent analytical and critical-thinking skills.
• Technical Skills : Proficient with CRMs, Salesforce, Talkdesk, and POS systems.
• Data-Driven : Ability to analyze data and translate insights into actionable strategies.
• Multitasking : Effective under pressure while managing multiple tasks.
• Technical Knowledge : Strong understanding of SpotOn technical support tools and processes.

Career Development

In this role, you will have opportunities to grow in the following areas:

• Business Management : Advanced strategies for driving business growth.
• Change Management : Effective strategies for leading organizational change.
• Project Execution : Managing high-impact projects efficiently.
• Leadership : Inspiring and building high-performing teams.
• Customer Experience : Innovating and enhancing the customer journey.
• Communication & Negotiation : Strategic communication and stakeholder negotiation.
• Financial Acumen : Budget management and financial decision-making.
• Digital Transformation : Leveraging technology for business efficiency.
• Regulatory Compliance : Ensuring compliance and mitigating risks.

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