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- Team Management: Oversee our Level 1 external service provider and Level 2 support teams. This includes staffing, training, coaching, and mentoring Service Desk Specialists (Level 1). Conduct regular audits of support interactions through monitoring calls and email communications.
- Priority Setting: Assist in defining priorities to meet organizational objectives such as productivity, quality, and cost-efficiency. Facilitate escalations between teams as necessary (L1 to L2, L2 to L3).
- Customer Satisfaction: Lead and coach the team to ensure maximum customer satisfaction and effective resolution of support requests in line with established organizational protocols.
- Performance Management: Set performance goals for team members and oversee the assessment of individual and service metrics, including call monitoring.
- KPI Responsibility: Take ownership of team performance indicators (KPIs) and continuously identify opportunities for process and tool enhancements.
- Cross-Department Collaboration: Work closely with managers and other departments (Sales, SE, R&D) to enhance communication and unify processes across the organization.
- Experience:
- At least 2 years in a supervisory or team lead role.
- A minimum of 2 years as a high-performing customer support agent, demonstrating a customer-centric approach.
- Skills:
- Experience with Salesforce Service Desk.
- Strong customer service background.
- Ability to maintain a customer-focused attitude.
- Proven capability to manage multiple priorities in a dynamic environment.
- Excellent troubleshooting skills.
- Attention to detail with a strong emphasis on customer service.
- Effective multitasking abilities, managing various responsibilities and requests.
- Capability to identify process pain points and implement effective solutions.
- Fluency in English; proficiency in Spanish and French is a plus.
- Abilities:
- Exceptional verbal and written communication skills, with the ability to simplify complex information.
- Ability to collaborate with individuals across diverse operational, functional, and technical areas within a global team environment.
- Education:
- Bachelor's degree or equivalent experience.
- Generous Paid Time Off: 35 days of PTO to promote work/life balance.
- Health & Wellness: Comprehensive healthcare benefits starting from day one, along with retirement savings plans.
- Financial Planning: Assistance in planning for your future through various retirement savings options.
- Family Support: Resources to help navigate family challenges, ensuring time for both loved ones and self-care.
- Flexible Work Arrangements: A hybrid work model allowing for a balance between remote and in-office work.
- Community Engagement: Opportunities to volunteer and give back to your community.
- Career Development: Access to e-learning opportunities, workshops, and potential for global mobility.
- Commute Support: Financial assistance for commuting expenses.
- Philanthropic Matching: Company matches employee donations up to $500 annually for charitable causes.
Customer Care Operations Leader - Mexico City, México - VusionGroup
Descripción
Position OverviewAt VusionGroup, we drive innovation and create meaningful impact.
As a Customer Support Manager within the After-Sales Support division, your role will be pivotal in enhancing customer experiences through effective management and leadership.
What we seek:
Our Commitment to You
At VusionGroup, we are dedicated to fostering a supportive and inclusive workplace. We offer a range of benefits designed to support your well-being and professional growth, including:
Confidentiality Notice: All information will be handled confidentially in accordance with EEO guidelines.