Customer Experience & Call Center Leader

INVEX; Naucalpan de Juárez; Presencial; MXN 870.000 - 1.138.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Very positive culture and work环境

Descripción de la vacante

INVEX is seeking an experienced Customer Service Deputy Director to oversee the Call Center operations, focusing on customer experience, process improvements, and KPI excellence. You will lead cross-functional initiatives, analyze feedback, and drive automation and efficiency across the department.

The role requires 6+ years in call center leadership and bilingual English/Spanish communication. Direct bank contract and opportunities for growth are offered within a positive culture.

Formación

• Bachelor's degree in administrative careers (Desirable).
• 6+ years of experience in Call Center upper management.
• 4+ years of experience in Customer Service or Financial Operations.
• Fluent in English and Spanish (written and spoken).
• Familiarity with management techniques and Six Sigma concepts.

Responsabilidades

• Design and execute long-term customer care strategies aligned with organizational goals.
• Establish service levels and KPIs, evaluating managers for standards.
• Analyze customer feedback to identify critical touchpoints.
• Identify operational inefficiencies and implement modern service tools.
• Represent the customer voice with Product, Sales, and Marketing.
• Recruit, mentor, and oversee department supervisory staff.
• Provide training and implement improvements based on feedback.
• Monitor progress toward key business metrics and generate detailed reports.
• Oversee the budget for the customer service department.

Conocimientos

Leadership

KPI management

Process improvement

Customer experience

Communication

Problem-solving

Cross-functional collaboration

Mentoring

Analytical thinking

Educación

Bachelor's degree in administrative careers

Herramientas

Genesys

Avaya

Excel

MS Office

Descripción del empleo

INVEX is seeking an experienced Customer Service Deputy Director to oversee the Call Center operations, focusing on customer experience, process improvements, and KPI excellence. You will lead cross-functional initiatives, analyze feedback, and drive automation and efficiency across the department.

The role requires 6+ years in call center leadership and bilingual English/Spanish communication. Direct bank contract and opportunities for growth are offered within a positive culture.