Customer Care Operations Lead — QA, WFM & Coaching

FedEx Group; Cuautitlán; Presencial; MXN 400.000 - 520.000; Jornada completa

Descripción de la vacante

FedEx Group in Mexico is seeking a senior customer support and operations manager to oversee a team across locations. You will coach and monitor staff with QA support, and manage front and back office call center processes while ensuring excellent customer experience across digital platforms (Facebook, Twitter).

The ideal candidate has five years business experience, including two in call centers, English proficiency (TOEIC 600+), and prior supervisory roles in a service environment.

Formación

• Two years of university/college education or equivalent.
• Proficiency in English (TOEIC 600 points).
• Five years business experience, including two years of call center experience.
• Previous management or supervisory experience in a service environment strongly preferred.

Responsabilidades

• Oversee a team of representatives across locations; coach and monitor with QA support.
• Manage front and back office call center processes.

Conocimientos

Interpersonal skills

Planning & organizing

Presentation skills

Leadership skills

Educación

Two years university/college or equivalent

Descripción del empleo

FedEx Group in Mexico is seeking a senior customer support and operations manager to oversee a team across locations. You will coach and monitor staff with QA support, and manage front and back office call center processes while ensuring excellent customer experience across digital platforms (Facebook, Twitter).

The ideal candidate has five years business experience, including two in call centers, English proficiency (TOEIC 600+), and prior supervisory roles in a service environment.