LM871: Manager Customer Care

FedEx Group; Cuautitlán; Presencial; MXN 400.000 - 520.000; Jornada completa

Descripción de la vacante

FedEx Group in Mexico is seeking a senior customer support and operations manager to oversee a team across locations. You will coach and monitor staff with QA support, and manage front and back office call center processes while ensuring excellent customer experience across digital platforms (Facebook, Twitter).

The ideal candidate has five years business experience, including two in call centers, English proficiency (TOEIC 600+), and prior supervisory roles in a service environment.

Formación

• Two years of university/college education or equivalent.
• Proficiency in English (TOEIC 600 points).
• Five years business experience, including two years of call center experience.
• Previous management or supervisory experience in a service environment strongly preferred.

Responsabilidades

• Oversee a team of representatives across locations; coach and monitor with QA support.
• Manage front and back office call center processes.

Conocimientos

Interpersonal skills

Planning & organizing

Presentation skills

Leadership skills

Educación

Two years university/college or equivalent

Descripción del empleo

Job Overview

Customer Support, Quality Assurance & Support, Workforce Management. Oversee all representative activities (including coaching & monitoring with support of QA team), all front/back line CC processes, CE for Digital Platforms (FB, Twitter).

Responsibilities

Involves management responsibility for a team of people or a specific location(s) within the business. Teams may include contractors and all categories of employees: operational, clerical, mechanical/electrical, supervisory, secretarial, professional, advisory, and deputy management. Management responsibilities include disciplinary action up to and including dismissal.

Skills

• Interpersonal skills, written & verbal communication skills
• Planning & organizing skills
• Presentation skills
• Leadership skills

Qualifications

• Two years university/college or equivalent.
• Proficiency in English (TOEIC 600 points).
• Five years business experience, including two years of call center experience.
• Previous management or supervisory experience in a service environment strongly preferred.