Team Leader, Customer Service

Hyperwallet; Xico; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading financial services provider is looking for a Customer Service Manager to lead and manage a bilingual contact center. This role requires a strong leader with at least 2 years of experience in a contact center environment. Responsibilities include ensuring service standards are met, mentoring a team of agents, and continuously improving customer experience. The ideal candidate will have excellent communication skills, time management abilities, and the capability to manage multiple projects effectively.

Servicios

Comprehensive health benefits

Equity in the company

Wellness resources

Formación

• Minimum 2 years of experience in Contact Center environment in a similar leadership role.
• Ability to manage 15 or more team members.
• A self-starter with demonstrated leadership ability.

Responsabilidades

• Lead and manage our customers and agents within a contact center.
• Manage day to day priorities in the Contact Center.
• Develop and mentor a team of customer service agents.

Conocimientos

Bilingualism (Spanish and English)

Excellent oral and written communication skills

Time management skills

Leadership ability

Results driven

Problem solving

Educación

Bachelor's degree or equivalent work experience

Herramientas

Microsoft Office

Descripción del empleo

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy.

Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: Hyperwallet's goal is to provide organizations with a frictionless, transparent, and reliable way to distribute funds to their global contractors, suppliers, and resellers through a top developer-friendly web and mobile payments technology. The payout platform unifies fragmented financial infrastructure in a singular environment.

Our Vision

Our vision is to pay the planet.

This is a highly visible role, interacting across all levels throughout Hyperwallet's organization.

To be successful, you will need experience in managing a team and fostering a culture of providing exceptional customer experience. Attention to detail, the ability to communicate clearly, and a knack for developing practical solutions are a must. To excel in this role, you will need to develop a deep understanding of all facets of our business.

Responsibilities

• You will lead and manage our customers, senior agents and CSRS within a 24/5 contact center (Spanish & English).
• Your key area of focus will be to manage day to day priorities in the Contact Center and ensure key performance standards and service levels are met.
• You will manage emerging customer issues by escalating and working with internal partners to resolve while ensuring mínimal impact to customers.
• You are committed to the overall quality of the customer interactions, making improvement recommendations and monitoring results.
• Develop, support and mentor a team of customer service agents and senior agents to ensure the delivery of a world class customer service experience and key performance indicators are achieved in terms of service levels, efficiencies and customer satisfaction.
• Provide leadership, direction and motivation to the Customer Service Agents and senior agents.
• Work collaboratively with peers and other stakeholders to identify & implement solutions to continuously improve the customer experience for our customers and employees and the other internal departments we work with at Hyperwallet.
• Communicate product, policy, or process change to ensure teammates are prepared and successful in responding to customer's requests.
• Perform other duties.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 2 years of experience in Contact Center environment in a similar leadership role.
• Bilingualism (Spanish and English).
• Intermediate proficiency with Microsoft Office.
• Excellent oral and written communication skills.
• Ability to manage 15 or more team members.
• Able to maintain composure within a fast-paced evolving work environment / Ability to handle multiple projects & time management skills.
• Self-starter with demonstrated leadership ability.
• Results driven and problem solving.
• Able to establish and maintain effective interpersonal relationships across all levels.
• Good judgment and strong sense of initiative and personal accountability.
• Ability to learn and adapt to changing systems and new technology.

Benefits

At PayPal, we're committed to building an equitable and inclusive global economy.

And we can't do this without our most important asset—you.

That's why we offer benefits to help you thrive in every stage of life.

We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

Who We Are

As part of PayPal's commitment to employees' health and safety, we have established in‑office Covid‑19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid‑19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.