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Facilitates and leads LATAM all centers through organizational initiatives and implementation.- Provides strategic leadership to LATAM call center management to ensure all Call Center groups meet quality standards and performance expectations of providing high quality customer service to the Company's client/customer base.- Develops and sustains a team committed to providing a high level of proactive service including timely response and follow-up such as routine outreach to provide on-going customer support.- Acquires a thorough understanding of key customer needs and requirements.- Expands the relationships with existing key accounts by continuously proposing solutions that meet their objectives.- Provides coaching and guidance to LATAM Center management to enable team to meet or exceed all customer experience objectives, initiatives, and metrics including client retention goals and service level agreements.- Partners with General Managers to ensue Call Centers team supports Production's needs.- Performs root cause analysis and customer centric research to develop best-in-class customer engagement strategies.- Defines and improves key performance indicators (KPIs) through performance management.- Develops and implements customer experience standards, policies, and procedures to meet and support the division's goals and- Champions opportunities to improve the quality of the Company's customer experience.- Collaborates with key customer stakeholders and internal teams to develop and execute customer-specific strategies ensuring maximized and sustained value through the entire customer lifecycle.- Partners with other division and/or functional managers to maintain open and constructive communication channels and ensure seamless client service delivery.- Influences senior stakeholders and staff to support and execute proposed improvements via the appropriate channels and processes.- Researches and advises executive management on potential new channels for customer engagement.- Collaborates with cross-functional teams to impact customer effort, customer satisfaction, retention, and loyalty.- Serves as an advisor to internal teams and leadership to provide insight on status of customer accounts.- Develops and implements recovery strategies with long-term profitability using shared resources.- Hires, manages, develops, reviews, and sets goals for function and staff.Supervises staff in accordance with Company policies and procedures.- Provides coaching and training to staff in areas of problem solving, decision making, process improvement and personal growth.- Conducts performance evaluations, reinforces positive behavior, and provides corrective feedback for performance issues.- Performs other related duties and projects as business needs require at direction of management.**Education and Experience**:- Bachelor's degree in business or related field preferred.- Must be bilingual Spanish/English- Minimum seven (7) years of experience leading customer experience initiatives required.- Minimum three (3) years of experience in a team leadership role required.- Must have worked in a call center at two (2) different multinational companies.- Proven experience in a strategic customer-facing role, with specific expertise in delivering best-in-class service delivery required.- Previous experience in successfully setting KPIs and metrics for customer engagement required.- Previous experience in implementing new systems required.Ability to commute/relocate:- *****, Ciudad de México,, CDMX: Reliably commute or planning to relocate before starting work (required)**Language**:- English & Spanish (required)
