Customer Care Centre Manager

IKEA; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una empresa internacional de mobiliario busca un líder para gestionar su equipo de atención al cliente en Ciudad de México. El candidato ideal debe tener experiencia en operaciones de contact center y habilidades de liderazgo excepcionales. Este puesto ofrece la oportunidad de contribuir a la mejora continua del servicio al cliente y desarrollar equipos de alto rendimiento.

Formación

• 2 años de experiencia en gestión de operaciones de contact centre.
• Sólido entendimiento de las operaciones del contact centre.
• Capacidad para crear y ejecutar planes de acción estratégicos.

Responsabilidades

• Impulsar una cultura centrada en el cliente en el departamento.
• Contribuir a la creación de Acuerdos de Nivel de Servicio.
• Desarrollar equipos competentes y de alto rendimiento.

Conocimientos

Liderazgo

Gestión de conflictos

Conocimiento de operaciones de contact center

Capacidad de trabajar a nivel táctico

Gestión de procesos complejos

Descripción del empleo

Descripción de la empresa

La visión de IKEA es crear un mejor día a día para la mayoría de las personas. Lo hacemos ofreciendo una amplia gama de productos de mobiliario para el hogar, bien diseñados y funcionales, a precios tan bajos que la mayor cantidad de gente posible pueda permitírselos. Operamos en Singapur, Malasia y Tailandia, y tenemos un ambicioso plan de expansión para llevar un poco de Suecia a nuevos mercados en la región. Somos parte del grupo de empresas Ikano y la única franquicia de IKEA que es propiedad de la familia Kamprad, fundadora de IKEA.

También desarrollamos, poseemos y operamos centros comerciales que están anclados por IKEA y creamos comunidades transitables al incluir bienes raíces residenciales, de oficinas y de otros tipos en nuestros planes de desarrollo.

Descripción del empleo

To lead, inspire and grow a highly qualified and engaging team, which supportively assists all customers by providing an outstanding service experience across all available accessibility channels. Additionally, to provide customer insights to all applicable functions and stakeholders and ensuring, that customer demands are met and exceeded by addressing improvement opportunities in both the qualitative and technological aspects.

• You drive a customer centric culture in the department and ensure that every co- worker provides and contributes to achieving and maintaining an outstanding customer service experience across all communication channels.
• You report back into the IKEA organization and applicable stakeholders’ findings and data based on customer feedback and interaction patterns to suggest areas of improvement and also to highlight any process enhancement opportunities.
• You are accountable and contribute directly in creating/maintaining essential Service Level Agreements across all functions which CCC collaborates extensively with in the defined process flows.
• You are responsible in ensuring that the Key Performance Indicators (KPIs) are met by leading and inspiring the team to strive and perform at the required standard. The KPIs are to be reviewed continuously and adjusted where and when necessary to align with current customer demands and market trends.
• You lead the collaboration and ensure presence in relevant meetings especially with the Customer Relations Department and the Transport Service Providers by sharing relevant data insights to present the correlation between their performance and the impact on the performance of the CCC.
• You lead and develop competent and high performing teams and leaders to support the business and to secure succession planning.
• You actively contribute and create a CCC Disaster Recovery Plan to ensure business and operational continuity during a crisis.

Requisitos

• Minimum 2 years’ experience in managing customer contact/support centre operations with at least 2 direct reports and agent workforce of at least 20 co- workers.
• Solid understanding of contact centre operations
• Proven record of successful leadership in a people-centric organisation
• Knowledge of budget responsibility and a fundamental understanding of profit and loss and the key performance indicators used within contact centres to plan, follow and steer the business by providing input and contributing in this aspect
• Experienced in creating and implementing strategic action plans and providing clear direction whilst following up on defined goals.
• Knows how to manage and develop complex processes
• Experience and understanding of change management and implementation
• Experience in resolving complaints and conflicts whilst creating a win-win outcome
• Ability to work on an operational and tactical level.
• Ability to lead business and people by showing high leadership capabilities
• Ability to make things happen with flexibility, speed and simplicity
• Ability to network and interact effectively with different people and situations
• Ability to identify and structurally communicate improvement opportunities

Información adicional

Favor de aplicar antes del 12 de noviembre de 2025