Customer Care & QA Manager | Team Coach & Digital Lead

FedEx; Cuautitlán; Presencial; MXN 480.000 - 640.000; Jornada completa

Descripción de la vacante

FedEx in Mexico is seeking a role to oversee Customer Support, Quality Assurance, and Workforce Management, coordinating front and back‑line call center processes and ensuring compliance across digital platforms.

You will coach representatives, calibrate performance, monitor QA activities, and manage disciplinary actions as needed, while maintaining strong stakeholder relationships and providing regular performance reports to drive service excellence.

Formación

• Two years of university/college education or equivalent.
• TOEIC score of at least 600 and proficiency in English.
• Five years of business experience including at least two in a call center.
• Management or supervisory experience in a service environment preferred.
• Strong interpersonal and leadership skills.

Responsabilidades

• Oversee all representative activities, including coaching, calibration, and monitoring.
• Coordinate front and back line call center processes.
• Lead and monitor QA activities to maintain service quality.
• Act as a change engineer for digital platforms such as Facebook and Twitter.
• Manage disciplinary actions up to and including dismissal.
• Maintain stakeholder relationships and provide regular performance reports.

Conocimientos

Coaching and calibration

Leadership

English proficiency

Stakeholder management

Quality Assurance

Educación

Two years of university/college education or equivalent

Descripción del empleo

FedEx in Mexico is seeking a role to oversee Customer Support, Quality Assurance, and Workforce Management, coordinating front and back‑line call center processes and ensuring compliance across digital platforms.

You will coach representatives, calibrate performance, monitor QA activities, and manage disciplinary actions as needed, while maintaining strong stakeholder relationships and providing regular performance reports to drive service excellence.