Customer Operations Supervisor

hace 6 meses


Ciudad de México Percepta International A tiempo completo

Customer Operations Supervisor
MX-DF-Mexico DF

**Description**:
At Percepta, we bring first-class service across each market we support.

**What You’ll Be Doing**

The Customer Operations Supervisor is responsible for the supervision of client Customer service teams and provides support for operational initiatives, which include: identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Operations Manager based upon research performed.

Additionally, the Customer Operations Supervisor partners with the Customer Care Representatives in conjunction with WFM ensuring high levels of customer satisfaction for all assigned program and will assist the Customer Service Representatives with escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.

**During a Typical Day, You’ll**
- Monitor and maintain service levels to ensure:

- Lead CSR, CSRs, and Concierge team members are properly supporting the program.
- Monitor schedule adherence.
- Look for opportunities to improve service levels.
- Manage customer handling (call flow) processes.
- Interact with Business Partners as needed including:

- Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.
- Handle special Business Partner report requests.
- Keep abreast of anticipated program launches and changes.
- Inform Manager on all Business Partner interaction.
- Analyze and manage program trends and progress. Interact with key users for feedback to make process improvement / enhancement recommendations.

**What You Bring to the Role**
- High School Diploma or equivalent
- Secondary education or equivalent experience - preferred- 3 - 5 years of Customer Call Center experience with 1 year of call center supervisor experience required
- Experience in managing and coaching others and improving performance
- Through understanding of contact center technologies, customer tracking systems, and their respective reporting systems - preferred



  • Ciudad de México, CDMX Percepta International A tiempo completo

    Customer Experience Operations Supervisor MX-DF-Mexico DF **Description**: Summary The Team Leader is responsible for the day-to-day leadership and performance of employees on the Digital Engagement (DE) program. The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the...


  • Ciudad de México, Ciudad de México Accor Hotels A tiempo completo

    AccorHotels Hospitality Operations Supervisor Job SummaryWe are looking for a skilled and dedicated Hospitality Operations Supervisor to join our team at AccorHotels. The successful candidate will be responsible for supervising daily store operations, maintaining high customer service standards, and achieving company goals.About the Role:SUPERVISE STORE...


  • Ciudad de México, Ciudad de México Marriott International, Inc A tiempo completo

    Job OverviewThe Spa Operations Supervisor is responsible for ensuring the smooth operation of our spa services, including scheduling, customer service, and sales. This role requires a strong focus on customer satisfaction and a keen attention to detail.Key ResponsibilitiesCoordinate spa schedules and staff assignmentsProvide exceptional customer service to...

  • HR Operations Supervisor

    hace 1 semana


    Ciudad de México, Ciudad de México Universal Logistics Holdings, Inc. A tiempo completo

    We are seeking an experienced HR Operations Supervisor to join our team at Universal Logistics Holdings, Inc. In this role, you will play a pivotal part in the overall success of our operations by serving as a liaison between our Field and Corporate Teams.As an HR Operations Supervisor, you will be tasked with onboarding new hires, conducting employee...


  • Ciudad de México, Ciudad de México Revolut A tiempo completo

    About the RoleWe're looking for a talented Customer Experience Operations Manager to join our team at Revolut.This role is a great opportunity to drive business growth and deliver exceptional customer experiences.We're seeking a highly motivated individual with a passion for operations, customer service, and problem-solving.As a Customer Experience...


  • Ciudad de México, Ciudad de México Marken A tiempo completo

    DescriptionTitle:Customer Service Team LeadJob OverviewThe Customer Service Team Lead plays a pivotal role in ensuring the delivery of exceptional customer service and operational support. This individual oversees the daily operations of the customer service team, ensuring that all activities are completed in a timely and efficient manner, adhering to the...


  • Ciudad de México, Ciudad de México Maryruth'S A tiempo completo

    **Job Overview:**We are seeking a highly skilled Customer Experience Operations Manager to join our team at MaryRuth. This individual will play a critical role in ensuring seamless coordination and optimal performance between workforce operations and customer support systems.**Key Responsibilities:Track and analyze the automated self-service system's...


  • Ciudad de México, Ciudad de México Marriott International, Inc A tiempo completo

    Job OverviewMarriott International, Inc. is seeking a Marketing Operations Supervisor to join our team in Solaz a Luxury Collection Resort Los Cabos, Mexico.


  • Ciudad de México, Ciudad de México Eaton A tiempo completo

    Job Title:Kitting Operations SupervisorAbout the Role:Eaton is seeking an experienced professional to oversee Kitting operations and ensure seamless material flow between Warehouse and Production. This role involves coordinating workflows, managing inventory levels, and maintaining a secure working environment.Responsibilities:Coordinate material flow...

  • Operations Supervisor

    hace 4 semanas


    Ciudad de México, Ciudad de México Marriott International, Inc A tiempo completo

    Job OverviewWe are seeking an experienced Operations Supervisor to join our team at AC Hotel Veracruz. As a key member of our Rooms & Guest Services Operations team, you will be responsible for ensuring seamless guest experiences and efficient hotel operations.


  • Ciudad de México, Ciudad de México nVent A tiempo completo

    Job OverviewnVent is seeking a Customer Service Representative to join our global operations team. This role will be responsible for providing exceptional customer service and support to internal and external customers.


  • Ciudad de México, Ciudad de México Ki Industries A tiempo completo

    About Ki Industries Inc.We are seeking a highly skilled Customer Support Operations Manager to join our team at Ki Industries Inc. This is an exceptional opportunity for a motivated professional to play a crucial role in providing exceptional service to our existing customer base.The estimated salary for this position is $60,000 - $80,000 per year, depending...


  • Ciudad de México, CDMX Samsara A tiempo completo

    **Who we are** Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the...


  • Ciudad de México, CDMX Samsara A tiempo completo

    **Who we are** Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the...

  • Operations Supervisor

    hace 1 semana


    Ciudad de México, Ciudad de México Marriott International, Inc A tiempo completo

    Job TitleOperations Supervisor - MexicoAbout the JobWe are seeking a highly skilled Operations Supervisor to join our team at the AC Hotel Veracruz. This is a full-time position that will be based in Boca del Rio, Veracruz, Mexico.Key ResponsibilitiesComplete designated cashier and closing reports in the computer system.Review shift logs/daily memo books and...


  • Ciudad de México Alcon A tiempo completo

    At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...


  • Ciudad de México Percepta International A tiempo completo

    Customer service specialistMX-DF-Mexico DF **Description**: **Responsibilities**: - Provide resolution and/or next steps to dealer-generated financial assistance cases using available resources to determine the appropriate actions (e.g., Retention Model output, knowledge base content, etc.). - Ensure appropriate action (including required escalations) is...


  • Ciudad de México Page Personnel A tiempo completo

    Customer service supervisor - Medical/Pharmaceutical **Sobre nuestro cliente**: Global leader in medical imaging. **Descripción**: - Manage, guide, coach, and motivate the LATAM Customer Service Team - Actively promoting and managing the continuous improvement of customer service standards - Assisting in problem-solving and root-cause analysis regarding...


  • Ciudad de México Cabify A tiempo completo

    ¿Quieres cambiar el mundo? Eso es lo que hacemos en Cabify. Nuestro objetivo es hacer de las ciudades mejores lugares para vivir, mejorando la movilidad de las personas que viven en ellas, conectando a pasajeros y conductores con tan sólo pulsar un botón. Es posible que algún día las ciudades sean lugares donde nadie necesite un coche privado, pero aún...


  • Ciudad de México, Ciudad de México Verato, Inc A tiempo completo

    About the Role:This position will be based out of our office in Mérida, Mexico. Verato offers a comprehensive compensation package that includes stock options, year-end bonus, extra vacation time, and other benefits that go well beyond the standard.The ideal candidate will have a proven track record of developing, deploying, and enforcing best practices,...