Onsite Customer Experience Manager - Aguascalientes

Capgemini; México; Presencial; MXN 446.000 - 670.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Grocery vouchers

Saving funds

SGMM

Private Health Insurance

Training & Development

Descripción de la vacante

FBS is hiring for a leadership role in its on-site Call Center in Aguascalientes. You will manage and mentor team members to optimize customer experiences while ensuring quality, efficiency, and regulatory compliance.

Role requires 2+ years in a call center leadership position, fluent English, and the ability to work on-site. Competitive benefits and ongoing training are provided to support growth.

Formación

• 2+ years of experience in a leadership role within a Call Center, preferably within Customer Service.
• Fluent English is required.
• Availability to work on site in Aguascalientes.

Responsabilidades

• Monitors all aspects of team performance, including customer experience, work product quality, efficiency, and compliance with guidelines.
• Creates and implements plans to constantly improve team performance and develop member skill sets.
• Accountable for ensuring team members meet individual and team performance goals.
• Regularly communicates individual performance to each team member and provides performance information to management.
• Interacts with and responds to customer inquiries as requested.
• Partners with other leaders to develop, pilot and execute improvements.
• Maintains knowledge of procedures, methods, and regulatory requirements.
• Pursues training and development to expand product/process knowledge.
• Understands and supports the organization’s strategy.
• Models the company values.
• Performs other duties as assigned.

Conocimientos

Leadership experience

Fluent English

Educación

High School Diploma or equivalent

Bachelor's degree preferred

Descripción del empleo

FBS is hiring for a leadership role in its on-site Call Center in Aguascalientes. You will manage and mentor team members to optimize customer experiences while ensuring quality, efficiency, and regulatory compliance.

Role requires 2+ years in a call center leadership position, fluent English, and the ability to work on-site. Competitive benefits and ongoing training are provided to support growth.