Finance Customer Service Team Lead (Call CenterSupervisor)

CRH Talento de IT; Estado de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer service firm in Mexico is seeking an experienced Team Lead to oversee and mentor their Customer Service Representatives. The role emphasizes meeting performance goals and creates a collaborative environment. Applicants should possess a Bachelor's degree, 1-2 years of team leadership experience, and bilingual proficiency in English. This full-time position offers a hybrid work model with various benefits, including health insurance and grocery vouchers.

Servicios

30 days of Christmas bonus

100% vacation premium

Grocery vouchers

Savings fund

Major medical insurance

Life insurance

Pension plan

On-site dining

Parking

Transportation service

Formación

• 1-2 years of experience as a team leader required.
• Previous work experience in English is essential.

Responsabilidades

• Lead a customer service team to meet performance goals.
• Coach representatives on inbound calls and chats.
• Monitor client interactions to enhance customer experience.
• Empower representatives to resolve customer needs independently.
• Guide the team on payment and balance disputes.

Conocimientos

Team leadership

Bilingual proficiency in English

Customer service mindset

Educación

Bachelor’s degree

Descripción del empleo

Are you a natural leader with a passion for customer service?

We are seeking an experienced and dynamic Team Lead to manage and mentor our Customer Service Representatives. In this role, you will be key to ensuring our team meets performance goals while fostering a positive and collaborative environment.

Key Responsibilities

• Lead a customer service team, ensuring performance goals related to customer experience, quality, and productivity are met.
• Provide coaching and support to representatives on inbound calls and chats.
• Monitor client interactions to improve the customer experience and build lasting relationships.
• Empower representatives to resolve customer needs independently.
• Guide and coach the team on researching and correcting misapplied payments or balance disputes.
• Investigate and coach on past due account discussions and arrangements.
• Execute strategy to deliver on key performance indicators (KPIs) and maintain productivity levels.

Qualifications

• Proven experience as a team leader (1-2 years minimum).
• Bachelor’s degree is required.
• Proven bilingual proficiency in English (both spoken and written) with previous work experience in the language.
• A strong customer service mindset.

Working Conditions

• This is a full-time, 48-hour per week role.
• Hybrid work model: 4 face-to-face days (Naucalpan), working from home on Fridays and Saturdays (two Saturdays per month).
• Candidates must be flexible to work shifts during our hours of operation: Monday-Friday from 7 am to 7 pm CST and Saturday from 7 am to 3 pm CST.
• The salary range is from $25,000 to $28,000.

Benefits

• 30 days of Christmas bonus
• 100% vacation premium
• Grocery vouchers
• A savings fund
• Major medical insurance
• Life insurance
• A pension plan
• On-site dining
• Parking
• Transportation service

If you are a natural leader with a strategic mindset, we encourage you to apply!

Note: This position is scheduled to start the second week of October.