Call Center Support Manager

Systlabs; Ciudad de México; Presencial; MXN 420.000 - 640.000; Jornada completa

Descripción de la vacante

Systlabs seeks a Call Center Support Manager to lead and optimize customer support operations in Mexico City. You will oversee daily call center activities, drive efficiency, and ensure high-quality customer interactions.

Responsibilities include developing strategies to improve customer experience, coaching staff, tracking KPIs, and collaborating with other departments to streamline processes. Travel may be required for business needs.

Responsabilidades

• Oversee daily operations of the call center, ensuring smooth and efficient workflows.
• Develop and implement strategies to enhance customer experience and satisfaction.
• Monitor KPIs and provide regular reports on team performance.
• Train, mentor, and support call center representatives to achieve excellence in service.
• Collaborate with other departments to streamline processes and improve customer support solutions.
• Handle escalations and implement best practices for issue resolution.
• Travel as needed for business purposes.

Descripción del empleo

We are looking for a Call Center Support Manager to lead and optimize our customer support operations. This role is responsible for managing the call center team, ensuring high-quality customer interactions, and driving efficiency in service delivery.

Key Responsibilities:

• Oversee daily operations of the call center, ensuring smooth and efficient workflows.
• Develop and implement strategies to enhance customer experience and satisfaction.
• Monitor key performance indicators (KPIs) and provide regular reports on team performance.
• Train, mentor, and support call center representatives to achieve excellence in service.
• Collaborate with other departments to streamline processes and improve customer support solutions.
• Handle escalations and implement best practices for issue resolution.
• Travel as needed for business purposes.