Customer Service Manager

hace 2 semanas


Ciudad de México, Ciudad de México AIG A tiempo completo
About the Role

The Customer Service Manager is a critical position within AIG's General Insurance division, responsible for leading the Claims Contact Center (CC) in Mexico. This team operates 24/7, serving as the initial point of contact for customers reporting First Notice of Loss (FNOL). The successful candidate will oversee a team of 44 FTEs, ensuring efficient and timely responses to customer inquiries regarding the claims process.

The ideal candidate will have a strong background in customer service management, with experience in leading teams and driving results. They will be responsible for developing and implementing operational strategies to improve service quality and efficiency, while ensuring compliance with company and local government regulations.

Key Responsibilities
  • Staff management: Direct and manage teams of customer service agents and supervisors of the claim's booths of the different lines of business.
  • Ensure that agents follow the processes kept by the company by monitoring calls.
  • Provide ongoing training for staff, ensuring they are up to date with procedures and best practices.
  • Monitor KPI's through management systems to ensure compliance with these.
  • Ensure that all operations and interactions comply with company and local government rules and regulations.
  • Make reports on efficiency, achievement of objectives for delivery to Management.
Requirements
  • Strong leadership and communication skills.
  • Ability to handle multiple priorities and meet deadlines.
  • Experience in customer service management, with a focus on claims handling and risk management.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer

AIG is committed to creating a culture of belonging, where everyone feels valued and respected. We offer a range of benefits, including flexible work arrangements, diversity and inclusion learning, and cultural awareness activities. Our Employee Resource Groups (ERGs) provide a platform for employees to connect and share their experiences.

AIG is an equal opportunity employer, committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you require a reasonable accommodation, please contact candidatecare@aig.com.


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