Contact Center Technical Support Manager

AutoZone Business and Technology Store Support Center; Chihuahua; Presencial; MXN 920,000 - 1,289,000; Jornada completa

Descripción de la vacante

A leading automotive support center in Chihuahua, Mexico is seeking a Customer Operations Manager to oversee the ALLDATA Customer Operations area. This role involves coaching staff, developing performance management processes, and ensuring resource allocation aligns with KPIs. The ideal candidate should possess a Bachelor's degree and have 5-7 years of relevant experience in customer service and management.

Formación

• 5-7 years of experience in customer service, particularly in a high volume call center.
• Experience in management and leadership roles.

Responsabilidades

• Coach, mentor, and develop staff, including onboarding new hires.
• Develop performance management processes aligned with company culture.
• Communicate regularly with areas and upper management.
• Plan and allocate resources effectively to meet KPIs.
• Review performance data and maintain reports for management.

Conocimientos

Coaching and mentoring

Performance management

Communication skills

Resource allocation

Performance data analysis

Educación

Bachelor's degree (BA, BS) or equivalent

Descripción del empleo

Summary

Planning, directing and overseeing the ALLDATA Customer Operations area in BTSSC to encourage optimum performance results.

Key Responsibilities

• 30% Coach, mentor and develop staff, including onboarding process for new hires and career path development


• 20% Develop processes for performance management aligned with ALLDATA/AZ Culture that encourage the employee to succeed


• 10% Communicate regularly with other areas and upper management team members to increase the effectiveness


• 20% Plan and allocate resources effectively to meet the departmental KPI’s


• 20% Review performance data and establish feedback systems. Prepare and maintain reports for upper management.

Education and/or Experience

• Level of formal education: A Bachelor's degree (BA, BS) or equivalent.


• Area of study: IT / Management / Business


• Years of experience: 5-7 years


• Type of experience: Customer service, High volume call center, management, leadership