Call Center Team Lead

Daimler Truck; Ciudad de México; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A leading financial services company in Mexico City seeks a Call Center Team Lead Operations to manage daily tasks and team performance. Candidates should have 2-4 years of experience in a supervisory role, a Bachelor's degree, and be proficient in Spanish and English. The role involves coaching team members, supporting audits, and ensuring compliance. Join a diverse team committed to excellent service and continuous improvement.

Formación

• Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience.
• 2–4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment.
• Fluent proficiency in Spanish and English.

Responsabilidades

• Manage daily activities and performance objectives of the team.
• Provide support for audit evidence requests.
• Maintain internal assessment requirements.
• Lead coaching and training for team members.
• Provide regular updates regarding compliance findings and process changes.

Descripción del empleo

Overview

We are Daimler Financial Services Mexico, a branch of the Daimler Trucks group, and we offer financial solutions that adapt to the needs of our distributors, clients, and market. With over 25 years in Mexico, we have focused on building an excellent reputation of service; and to achieve that, we have relied on technological innovation, digital evolution, and a customer-oriented approach. We are committed to offering excellent financial services that give value to our trademarks, distributors, clients, collaborators, and all our community where we live and work.

Role: Call Center Team Lead Operations

Responsibilities

• Daily Operations: Manage daily activities, schedules, and goal/performance objectives of the team in a given functional area. Evaluate business metrics and agent performance to identify deficiencies and address with customized solutions. Monitor calls to ensure quality and performance expectations. Assist with escalated calls and approvals according to limits of authority. Lead the team in delivering quality service to internal and external customers. Collaborate with other department Team Leaders to ensure smooth operation and escalate issues when necessary. Build relationships with the sales team and dealer base when needed.
• Audit Support: Provide support for internal and external audit evidence requests (Corporate Audit, Risk Review, CFPB, ABS, KPMG and State exams). Conduct external vendor audits.
• Compliance Program Governance: Maintain internal assessment requirements and track completion of assessments and remediation actions.
• Coaching and Development: Lead coaching, huddles, side-by-side assistance and training. Manage performance appraisals, interviews, talent selection, productivity monitoring, developmental discussions, disciplinary actions, reward and recognition. Ensure technical training and development of team members. Provide regular one-on-one feedback and semi-annual performance reviews.
• Communication: Provide regular proactive updates to Call Center Management regarding compliance findings, business process issues, personnel issues, development opportunities, and status of process changes.

Experience

• 2–4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment.

Skills

• Microsoft Office Suite: Excel, PowerPoint, Outlook
• Power BI (desirable)
• Analysis and strategizing capabilities

Soft skills

• Management and development of teams
• Customer Focus
• Flexibility and Adapting to Change
• Open Communications
• Conflict Management

Knowledge

• Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience.
• Fluent proficiency in Spanish and English
• Proficient at interpreting data, identifying trends and driving solutions based on metrics.
• Strong ability to analyze situations, pinpoint obstacles, and implement effective, timely solutions.
• Able to motivate, mentor, and hold team members accountable while maintaining a supportive environment.

Diversity and Inclusion

Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies. At Daimler Financial Services, we value the diversity between our employees. We acknowledge the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance.

Additional Information