Operations Call Center Team Lead

Daimler Truck; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading multinational financial services firm in Mexico City is seeking an Operations Call Center Team Lead to enhance service quality and training initiatives. The role involves managing daily operations, ensuring compliance, and developing team members through coaching and feedback. Candidates should have a bachelor's degree and 2–4 years of supervisory experience in a fast-paced environment. Strong skills in Microsoft Office and analytics are essential, contributing to the success of the organization.

Formación

• 2–4 years of experience in a supervisory or team-lead role within a fast-paced environment.
• Experience in managing daily operations and achieving performance objectives.
• Strong coaching and employee development skills.

Responsabilidades

• Manage daily activities and performance of the call center team.
• Provide support for internal and external audit requests.
• Conduct coaching and development sessions for team members.
• Deliver regular updates on compliance and personnel issues to management.

Conocimientos

Microsoft Office Suite: Excel, PowerPoint, Outlook

Power BI

Analysis and strategizing capabilities

Educación

Bachelor's degree in business administration, Operations Management or a related field

Descripción del empleo

We are Daimler Financial Services Mexico, a branch of the Daimler Trucks group, and we offer financial solutions that adapt to the needs of our distributors, clients, and market.

With over 25 years in Mexico, we have focused on building an excellent reputation of service; and to achieve that, we have relied on technological innovation, digital evolution, and a customer-oriented approach.

We are committed to offering excellent financial services that give value to our trademarks, distributors, clients, collaborators, and all our community where we live and work.

Operations Call Center Team Lead

Purpose

Enhance the quality strategies, training initiatives, and compliance efforts within the NASC Operations department. Aim to optimize service quality by evaluating internal/external interactions and offering ongoing feedback to both management and team members. Address the training requirements of the department by creating and delivering training materials in collaboration with Operations Leaders. Contribute to the compliance program by performing internal assessments of established procedures.

Main Tasks

• Daily Operations – Manage the daily activities, schedules, and goal/performance operational objectives of the team specific to a given functional area. Evaluate business metrics and agent performance to identify areas of deficiencies and address such items with a customized solution. Monitor calls to ensure quality and performance expectations are met. Assist with escalated calls and follow-through on all approvals according to the limits of authority. Lead team in providing quality service to internal and external customers. Work closely with other department Team Leaders to ensure smooth operation of the department, escalating issues when necessary, providing feedback on process opportunities. Establish and build relationships with our sales team and our dealer base when necessary.
• Audit Support – Provide support for internal and external audit evidence requests such as Corporate Audit, Risk Review, CFPB, ABS, KPMG and State exams. Conduct external vendor audits. Compliance Program Governance – Maintain internal assessment requirements and track completion of assessments and remediation action items.
• Coaching and Development – Provide leadership and employee development through coaching, huddles, side-by-side assistance and training. Execute management activities, including but not limited to, performance appraisals, interviews and talent selection, productivity monitoring, developmental discussions, and disciplinary actions. Provide reward and recognition to employees. Ensure the technical training and development of team members. Provide one-on-one performance feedback on a regular basis, as well as semi-annual performance reviews.
• Communication – Provide regular proactive updates to Call Center Management regarding compliance findings, business process issues, personnel issues, developmental opportunities within the team, and status of process changes being implemented, etc.

Profile

Education / Training

Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience.

Experience

2–4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment.

Desired hard skill set

• Microsoft Office Suite: Excel, PowerPoint, Outlook
• Power BI (desirable)
• Analysis and strategizing capabilities

Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies. At Daimler Financial Services, we value the diversity between our employees.

In order to enrich the culture, we acknowledge the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance. Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies.

At Daimler Financial Services, we value the diversity between our employees.

In order to enrich the culture, we acknowledge the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance.

Additional Information