Customer Care & QA Operations Manager

FedEx Express México; Cuautitlán; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

FedEx Express México is seeking a Manager of Customer Care to lead the regional call center operations and elevate the customer experience across multiple sites in the Cuautitlán area.

The role requires strong leadership, English proficiency, and extensive call center experience, with responsibilities including coaching, QA, workforce management, and oversight of customer interactions on both phone and social platforms.

Formación

• Two years of university education or equivalent.
• TOEIC score of at least 600.
• Five years of business experience including at least two years in call center.

Responsabilidades

• Customer support, quality assurance, and support.
• Workforce management.
• Oversee coaching, calibration, and monitoring with support of the QA team.
• Manage all front- and back-line call center processes.
• Oversee customer experience for digital platforms (Facebook, Twitter).
• Manage a team of employees or multiple locations, including contractors, across all categories (operational, clerical, mechanical/electrical, supervisory, secretarial, professional, advisory, deputy management).
• Disciplinary action up to and including dismissal.

Conocimientos

English proficiency

Call center experience

Leadership

Interpersonal skills

Educación

Two years of university/college education or equivalent

Descripción del empleo

FedEx Express México is seeking a Manager of Customer Care to lead the regional call center operations and elevate the customer experience across multiple sites in the Cuautitlán area.

The role requires strong leadership, English proficiency, and extensive call center experience, with responsibilities including coaching, QA, workforce management, and oversight of customer interactions on both phone and social platforms.