Customer Operations Manager

hace 2 semanas

Ciudad de México Percepta A tiempo completo

At Percepta, we bring first-class service across each market we support. As a _**Customer **_**Operations Manager**_ in **Mexico City**, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

**What You’ll Be Doing**

The Customer Operations Manager, under the direction of the Site Director, leads a multi-market team responsible for case management of escalated issues between customers and dealers to come to resolution. The position will lead a team of Senior Team Leaders responsible for providing support to Dealers, Field Personnel, retail and fleet consumers using sales and service satisfaction tools and resources. The Customer Operations Manager will supervise and coach Senior Team Leaders while building strong relationships with business stakeholders at and market level.

Responsibilities include leading a team to deliver exceptional customer and dealer support including accessibility and problem resolution resulting in high levels of customer satisfaction and NPS scoring. The position requires the ability to lead a team to deliver high customer and employee satisfaction, customer case management expertise and an understanding contact center and best practices.

**During a Typical Day, You’ll**:

- Meet Service Level Agreements (SLAs). IF SLAs are not met, work with the site director to develop and execute action plans to address performance issue.
- Identify trends in team performance and create action plans to drive consistency.
- With the site director, ensure that staffing levels are aligned to contractually agreed levels
- Deliver superior customer handling (including fleets) as measured by voice of customer surveys.
- Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys.
- Drive superior dealer satisfaction as measured by accessibility and problem resolution (cases).
- Deliver superior support to Field Personnel.
- Review performance metrics (daily) and develop improvement action plans.
- Monitor calls, cases and contacts and coach Team Leaders to ensure excellent service.
- Deliver coach-backs and mentor Team Leaders (side-by-side).
- Responsible to ensure all Team Leaders have an individual training plan.
- Assist in providing feedback to business stakeholders regarding opportunities or blockers that impact on overall customer satisfaction
- Complete annual performance evaluations and monthly scorecards.
- Monitor process and policy issues that impact satisfaction and with the site director engage CRC Management, Field, Dealers and Customer Service Managers to drive process change.
- Identify process improvement opportunities.
- Participate in calibration sessions.
- Mentor agents to develop customer advocacy, communication skills, program knowledge.
- Conduct new hire and recurrent training as required.
- Achieve program certification and attend all training as required.
- Serve as a role model for excellent customer handling and promote a culture of Customer and Dealer loyalty.
- Work directly with Field and Dealers to resolve difficult customer issues.
- Promote and foster a continuous improvement culture within the organization.
- Conduct Team Meetings weekly with direct reports to communicate information.
- Participate in zone / market reviews with OEM Personnel.
- Provide oversight and direction to employees in accordance with Percepta policies and procedures.
- General administrative duties as required.

**What You Bring to the Role**
- Bachelor’s or University degree preferred.
- Fluent in English.
- Six Sigma or other data driven analysis training preferred.
- **Minimum of 3 years’ experience with Automotive and/or Automotive Dealership (sales or service), essential.**:

- Experience leading a team to deliver high customer and employee satisfaction.
- Ability to work with Field and Dealership Personnel.
- Vehicle technical competence and experience an asset.
- Leadership Skills.
- Knowledge of Dealership Sales and Service operations.
- Knowledge of customer satisfaction programs and policies for Automotive Dealers and OEM's.
- Strong customer service background and experience.
- Knowledge of Automotive Warranty and Policy practices including service contracts.
- Strong analytical skills including ability to interpret performance reports to identify trends.
- Excellent oral and written communication skills.
- Strong organizational, time management and problem-solving skills including ability to multi task.
- Ability to create a supportive and conducive professional learning environment.

**What You Can Expect**:

- Competitive salary
- Life Insurance (25 monthly salaries).
- Savings Fund
- Groceries card.
- Annual vacation: 16 days at first year
- 25% Vacation Bonus.
- Annual Bonus (7 / 14 / 21 days of employee's daily salary in first, second and third year).
- Christmas Bonus (15 days).
- Training and Development Programs (Percepta College).
- Employe

  • Customer Operations Manager

    hace 22 horas

    Ciudad de México Percepta International A tiempo completo

    Customer Operations Manager MX-DF-Mexico DF **Description**: At Percepta, we bring first-class service across each market we support. As a **Customer **Operations Manager** in **Mexico City**, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. **What You'll Be...

  • Operations Manager, Operations Manager

    hace 16 horas

    Ciudad de México Amazon A tiempo completo

    Job summary About Amazon At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. Amazon Operations Operations is at the...

  • Sr. Operations Manager BPO

    hace 2 semanas

    Ciudad de México, Ciudad de México Concentrix A tiempo completo

    Job Title:Sr. Operations Manager BPO - CDMXJob DescriptionThe Sr. Operations Manager is responsible for:Strategic Oversight: Lead and execute operational strategies, manage resources, and optimize processes to achieve organizational goals and enhance efficiency.Team Leadership and Quality Control: Direct a team, ensure product/service quality, manage...

  • Global Customer Care Operations Manager

    hace 3 semanas

    Ciudad de México Tala A tiempo completo

    About Tala Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by the ...

  • Customer Experience Manager

    hace 22 horas

    Ciudad de México Tesla A tiempo completo

    What to Expect - Our Customer Experience Managers are seasoned retail veterans and naturally charismatic leaders. In this role, you will be responsible for collaborating with your Store leader to lead the recruitment, training, development and overall management of a dynamic store team that will help Tesla accelerate the world’s transition to sustainable...

  • Coordinador Customer Operations Vc

    hace 2 días

    Ciudad de México Alcon A tiempo completo

    CUSTOMER OPERATIONS COORDINATOR Location: México City As the global leader in eye care, Alcon has built a rich history of providing innovative products to customers and patients all over the world. We’re extremely proud of our legacy and the significant way we’ve helped to shape the industry over the last 70 years, but we’re just getting started....

  • Sr. Operations Manager BPO

    hace 3 semanas

    Ciudad de México Tiger Text A tiempo completo

    Description The Sr. Operations Manager is responsible for : Strategic Oversight : Lead and execute operational strategies, manage resources, and optimize processes to achieve organizational goals and enhance efficiency. Team Leadership and Quality Control : Direct a team, ensure product / service quality, manage budgets, and maintain compliance with a...

  • Sr. Operations Manager BPO

    hace 3 semanas

    Ciudad de México Concentrix A tiempo completo

    Description The Sr. Operations Manager is responsible for: Strategic Oversight: Lead and execute operational strategies, manage resources, and optimize processes to achieve organizational goals and enhance efficiency. Team Leadership and Quality Control: Direct a team, ensure product/service quality, manage budgets, and maintain compliance with a focus on...

  • Operations Manager

    hace 2 semanas

    Ciudad de México Stori Card - MX A tiempo completo

    The Role: The Manager of Operations drives a critical area responsible for the operation processes behind the outstanding balances of our cardholders. This role requires a specific set of skills that includes analytical reasoning, customer understanding, and management of big operational teams. Main responsibilities: Responsable of establishing and...

  • Project Manager

    hace 7 días

    Ciudad de México 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...

  • Customer Operations

    hace 7 días

    Ciudad de México OPINATOR A tiempo completo

    Description **About us and this position**: Imagine working in a successful high growth technology company for large well-known national and international clients. OPINATOR is a high-tech company that develops and markets a cloud-based platform specialized in Customer Experience and Digital Marketing that are changing the way in which major companies...

  • Customer Experience Manager

    hace 3 semanas

    Ciudad de México Wasson Enterprise A tiempo completo

    About the role Pangea is hiring for a leader within the Customer Experience organization who is an advocate for our customers driving exceptional experiences. This role focuses on continuously improving operations and performance primarily of the internal team. You will have 4-5 direct reports with responsibility for scheduling, workload distribution,...

  • Strategic Operations Manager

    hace 6 días

    Ciudad de México INTERCON SERVICIOS DE SEGURIDAD SA DE CV A tiempo completo

    **Overview** Founded in 1973, Inter-Con Security Systems, Inc. is a leading global security company, providing a full range of physical security services to government and commercial customers on four continents. Inter-Con specializes in providing customized security services to clients whose needs exceed the capabilities of traditional guard firms. Clients...

  • Operations Manager

    hace 3 semanas

    Ciudad de México CONSULTORIA TALENTUM A tiempo completo

    Somos una empresa dedicada ala manufactura de vidrio. Estamos buscando: Plan Operations Manager **Requisitos**: - Licenciado en Logística, administración o a fín. - Experiência en manejo de planta mínima 5 años. - Conocimiento en sistemas de gestión de la calidad. - Conocimiento en procesos de manufactura. - Conocimiento en cadena de suministro. -...

  • Customer Experience Manager

    hace 1 semana

    Ciudad de México Ll Oefentherapie A tiempo completo

    Qualifications 10+ years of  Customer Experience Manager  experience within Enterprise Software. Cloud Technical knowledge Experience within a Service Delivery environment Executive Sponsorship & Collaboration A fully proficient practitioner who can communicate at all levels within the account and create opportunities for the client to grow and...

  • EF Operations Manager, External Fulfillment

    hace 3 días

    Ciudad de México Amazon A tiempo completo

    EF Operations Manager, External Fulfillment External Fulfillment (EF) includes a variety of programs in which Amazon works hand in hand with a wide range of Sellers and Vendors to ship product from their warehouse. This role focuses on the enablement and standardization of processes across the operations. It focuses on creating and executing solutions...

  • Operations and Recruiting Manager

    hace 3 semanas

    Ciudad de México SGI Global, LLC A tiempo completo

    SGI Global LLC is seeking fluent Spanish speaking an Operations and Recruiting Manager to support the Department of State, Bureau of International Narcotics and Law Enforcement Affairs (INL) in Mexico City, Mexico. Join our team as the Operations and Recruiting Manager , a key position within the PMO that significantly contributes to the strategic...

  • Operations Intern

    hace 4 días

    Ciudad de México ABB A tiempo completo

    **Operations Intern**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking...

  • Customer Success Manager

    hace 6 días

    Ciudad de México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Digital Customer Engagement Manager

    hace 2 semanas

    Ciudad de México SAP A tiempo completo

    **We help the world run better** As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers. Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we...