Assistant Manager - Customer Service

Infosys; Ciudad de México; Presencial; MXN 300,000 - 450,000; Jornada completa

Descripción de la vacante

Una empresa líder en servicios digitales busca un Supervisor de Contact Center en Ciudad de México. En este rol, serás responsable de la supervisión, coaching y gestión del rendimiento de un equipo, asegurando un servicio excepcional a los usuarios mientras fomentas un ambiente de mejora continua.

Formación

• Experiencia mínima de 3-5 años en un entorno de servicio al cliente o contact center.
• Mínimo 1-2 años de experiencia como líder de equipo o supervisor en un call center.
• Proficiencia en sistemas CRM y software de gestión de contact center.

Responsabilidades

• Supervisar y motivar a un equipo de especialistas y ejecutivos del contact center.
• Manejar operaciones diarias y asegurar el cumplimiento de acuerdos de nivel de servicio.
• Colaborar con el equipo de calidad y capacitación para identificar necesidades de formación.

Conocimientos

Habilidades de comunicación verbal y escrita en inglés y español

Liderazgo

Resolución de problemas

Capacidad analítica

Uso de herramientas de gestión CRM

Educación

Licenciatura en Administración de Empresas, Comunicaciones o área relacionada

Herramientas

Microsoft Office Suite

Descripción del empleo

Job Description

Title: Supervisor de Contact Center - Contact Center Team Lead.
Location: in office, Mexico City, North Area
The Team Lead for the Contact Center has a pivotal role, responsible for the daily operation’s supervision, coaching, and performance management of a team of Contact Center Specialists and Executives. This role ensures the team consistently delivers exceptional support to users using the client’s mobile application, high-quality support via phone, chat and limited outbound follow-ups, drives operational efficiency, and helps foster a positive, continuous improvement and high-performing team environment.
Mandatory:

• Bachelor’s degree in business administration, Communications, or a related field preferred.
• Exceptional verbal and written communication skills in English (proficient) & Spanish (native level required)
• Minimum of 3-5 years of experience in a fast-paced contact center or customer service environment.
• At least 1-2 years of proven experience in a Team Lead, Supervisor, or Assistant Coach role within a call center, preferably in a B2B setting or supporting a digital platform/app.
• Demonstrate ability to manage and motivate a team to achieve targets.
• Proficiency in CRM systems and contact center management software.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent command of Microsoft Office Suite (Excel, Word, Outlook).

• Aptitude for troubleshooting mobile applications and guiding users through digital interfaces.
• Strong leadership, coaching, and mentoring abilities.
• Excellent problem-solving and decision-making skills.

Nice to Have:

• Familiarity with sales operations or order management processes.
• Experience in the consumer goods or retail distribution sector is highly desirable.

Key Responsibilities:

• Team Leadership & Performance Management:
  • Lead, motivate, and manage a team of Call Center Specialists & Executives, setting clear performance expectations and goals.
  • Conduct regular 1:1 coaching sessions, providing constructive feedback on call quality, adherence to procedures, policies and customer satisfaction.
  • Monitor individual and team performance metrics (e.g., call volume, resolution rates, average handling time, quality scores) and implement corrective actions as needed.
  • Conduct performance reviews and contribute to career development plans for team members.
  • Serves as the main liaison between the contact center operations and the upper management.

• Operational Excellence:
  • Oversee daily team operations, ensuring service level agreements (SLAs) are met and call/chat queues are managed effectively.
  • Handle escalated customer issues and complex inquiries that require advanced problem-solving skills, ensuring prompt and professional resolution.
  • Identify and implement process improvements to enhance efficiency, customer experience, and overall team productivity.
  • Manage shift- schedules, attendance and workforce planning to maintain optimal team coverage.
  • Ensure strict adherence to company policies, procedures, and data privacy guidelines.

• Training & Development:
  • Collaborate with the Quality Analyst and Training team to identify training needs and contribute to the development of training materials.
  • Provide ongoing product knowledge and client app training to the team, keeping them updated on new features, promotions, and policies.
  • Mentor and support new team members during their onboarding phase, ensuring a smooth transition and rapid skill development.

• Reporting & Analysis:
  • Generate and analyze team performance reports, identifying trends, insights, and opportunities for improvement.
  • Present key performance indicators (KPIs) and operational updates to the Contact Center Manager.

• Collaboration & Communication:
  • Foster strong cross-functional relationships with Sales Operations, IT, Logistics, and the client app program management to resolve issues and improve overall support for store owners.
  • Facilitate team meetings to disseminate information, share best practices, and address team concerns.
  • Will be the functional point of contact with HR, Compliance, Facilities, IT among others.

EEO/About Us

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Country

Mexico

State / Region / Province

Mexico

Work Location

Mexico City

Interest Group

Infy Mexico

Domain

CRM, Customer Service, Retail and Consumer Packed Goods

Skillset

Domain|Customer RelationShip Management|Customer Service, Domain|Telecom|Customer Service & CRM

Company

Infosys Mexico

Role Designation

234AAMDCUS Assistant Manager - Customer Service