LM871: Manager Customer Care

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

Role Overview

Customer Support, Quality Assurance, and Workforce Management – oversee all representative activities, including coaching, calibration, and monitoring, with support from the QA team. Responsible for coordinating front/back‑line call center processes and ensuring compliance across all digital platforms (FB, Twitter).

Responsibilities

• 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.

Qualifications

• Two years of university/college education or equivalent.
• Minimum TOEIC score of 600 points; proficiency in English.
• Five years of business experience, including at least two years in a call center.
• Prior management or supervisory experience in a service environment strongly preferred.
• Strong interpersonal, written and verbal communication, planning, presentation, and leadership skills.

EEO Statement

El hecho de que un empleado no facilite la información completa que demuestre claramente si reúne las calificaciones exigidas en el puesto anunciado puede dar lugar a que no se lo tenga en cuenta.