Enterprise CSR Process & Training Lead

Paylocity; Santa Catarina; Presencial; MXN 500.000 - 800.000; Jornada completa

Descripción de la vacante

The Gund Company in Santa Catarina, Mexico, seeks a leadership-focused professional to train and develop CSRs, oversee enterprise process execution, and drive best practices in customer service. You will lead the design and delivery of training, standardize procedures across sites, and promote continuous improvement in service delivery.

The role requires strong data-driven decision making, excellent communication, and collaboration with site leadership.

Formación

• Bachelor's degree in business or related field; education and experience may substitute.
• Minimum 3 years in a customer service role.
• Proficiency with Microsoft Office, CRM software, and ERP systems (Infor Visual).
• Excellent written and verbal communication skills.
• Bilingual in Spanish and English, both written and spoken.

Responsabilidades

• Support Enterprise growth and enhance customer service processes through evaluation and improvement recommendations.
• Lead training and development for CSRs including new-hire and ongoing training.
• Ensure standardized process execution across TGC sites.
• Lead enterprise customer service process improvement and standardization initiatives.
• Audit CS metrics to identify performance improvements.
• Audit CS processes for standardization and efficiency improvements.

Conocimientos

Team training

Data analysis

Customer service

Communication

Collaboration

Mentorship

Time management

Written & verbal communication

Educación

Bachelors in business administration or relevant field

3+ years experience in customer service

Herramientas

Microsoft Office

CRM software (ICRM)

ERP systems (Infor Visual)

Descripción del empleo

The Gund Company in Santa Catarina, Mexico, seeks a leadership-focused professional to train and develop CSRs, oversee enterprise process execution, and drive best practices in customer service. You will lead the design and delivery of training, standardize procedures across sites, and promote continuous improvement in service delivery.

The role requires strong data-driven decision making, excellent communication, and collaboration with site leadership.