OCC Planning Lead: Real-Time Crisis & Ops Leader

Nubank; Ciudad de México; In loco; MXN 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

Nubank is seeking an experienced OCC Planning Team Leader to guide the Mexico City team in real‑time monitoring and crisis response. You will act as the on‑ground decision maker, ensuring fast, reliable support for agent-facing processes and overseeing critical workflows such as payroll, shift changes, and DIME updates.

The role requires hands‑on leadership, the ability to make high‑pressure calls, and frequent collaboration with Planning, CX Alliance, BPOs, Ops Defense, Social Media and

Competenze

• Advanced English, written and spoken.
• Strong communication and collaboration with stakeholders.
• Solid leadership, decision‑making and risk management capabilities.
• Experience managing operational metrics with a strong understanding of KPIs.

Mansioni

• Online monitor and SLA management for real‑time queues across channels.
• Crisis and contingency management: lead first response and playbook execution.
• Agent support and process execution: ensure timely answers and remove blockers.
• People leadership: coach OCC Xpeers and build talent development.
• Stakeholders and continuous improvement: partner with planning and other squads to scale best practices.

Conoscenze

Advanced English

Strong communication

Leadership

Decision making

Risk management

Data analysis

Negotiation

Crisis management

Stakeholder management

Strumenti

Grafana

Twilio Flex

SQL

Descrizione del lavoro

Nubank is seeking an experienced OCC Planning Team Leader to guide the Mexico City team in real‑time monitoring and crisis response. You will act as the on‑ground decision maker, ensuring fast, reliable support for agent-facing processes and overseeing critical workflows such as payroll, shift changes, and DIME updates.

The role requires hands‑on leadership, the ability to make high‑pressure calls, and frequent collaboration with Planning, CX Alliance, BPOs, Ops Defense, Social Media and