Customer Experience Chapter Leader

hace 1 mes

Ciudad de México, Ciudad de México Tbwa ChiatDay Inc A tiempo completo

To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter.

You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.

Xplead leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.

Context

In 1 year and a half we have almost tripled the number of customers (4.5 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and also the outsourcing increment that is currently at 30% and we expect by the end of next year to be above 80%. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality while significantly increasing the % of outsourcing.

About the role

This position will be responsible for Internal Management, Training Management and Quality / Hsat Management.

Internal Management

  • Ensuring the development, engagement and performance of the internal customer service team.
  • Create a safe and positive environment.
  • Create opportunities for team members to learn from each other.
  • Responsible for managing the Internal Team efficiency, quality and customer satisfaction indicators.
  • Identify performance improvement and create action plans. (KPIs)
  • Identify opportunities for improvement of Squad processes and tools that may impact the performance of Internal Team.
  • Preparation of management reports on the performance of Internal Team.
  • Developing the team and creating a promotion pipeline.

Training Management

Manage knowledge strategically by capturing and improving access to knowledge in this way positively impacting the results.

  • Planning the monthly training schedule.
  • Systematic continuous improvement of the onboarding and postgraduate structure (training +30, +60, +90) of BPOs and Xpeers.
  • Result management of training strategies with impact on operation indicators.
  • Creation and review of content for onboarding and refreshes.
  • Creation and curation of training content.
  • Training adherence control.
  • Ensure the necessary training for product launches.

Quality / Hsat Management

Provide the best customer experience through the results of satisfaction and quality.

  • Monitoring of attendances.
  • Analysis of "Poor Service - Score 1" and run feedback loop of HSAT.
  • Maintenance of the Quality Policy.
  • Calibration of BPOs and Internal Team.
  • Management of weduka flows, macros and cards that impact the operation's quality score and HSAT.
  • Quality and HSAT focal point for BPOs and Internal Team.
  • Preparation of management reports on Quality and Hsat metrics.
  • Provide inputs on the main quality and Hsat opportunities.

Preferred Qualification

  • Specific tools the Xplead will need.
  • Communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for all customers.
  • Is able to adapt to different meetings methodologies according to the public and topics discussed.
  • Effectively leads team meetings (document it when needed).
  • Knows how to correlate different metrics, as well as to identify the root causes, when applicable. Develops action plans and implements them according to what was defined in order to improve the operational metrics. Proposes new methodologies and metrics, when necessary.
  • Participates in the planning and strategy and ensures implementation, monitoring and achievement of OKRs, including the process from start to finish to justify cases of non-achievement.
  • Identifies team goals linked to strategic objectives and develops individual goals required to meet these objectives.
  • Establishes strategic performance measures to allow the team to continually assess and adjust program direction.
  • Communicates decisions and aligns expectations and priorities with team.
  • Recognizes the team efforts, leverages their strengths and knows how to combine different competences to have a diverse and strong team. Creates opportunities for the team to learn from each other, sharing expertise and establishes routines and rituals to help them to build relationships and work effectively together/with other teams.
  • Considers contingency plans to problem solving initiatives. Instructs and guides others in the process of resolving problems.
  • Effectively navigates in complex and/or loosely defined team environment.

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