Customer Experience Specialist
hace 6 días
Company Overview:
">Nubank is a leading financial technology company that has almost tripled its customer base in two years, reaching 6 million customers. We are expanding our operations in Mexico and looking for a skilled Customer Experience Specialist to join our team.
About the Role:
">- ">
- We are seeking an experienced CX Specialist to lead HC | Planning and Control, BPOs Management, and Content Management initiatives.">
- The successful candidate will be responsible for controlling service operation workforce efficiency and service level, crisis management, real-time monitoring, and identification of chronic anomalies.">
- They will also manage BPOs, identify opportunities for improvement, and ensure governance and performance rituals are carried out according to Nubank's excellence standards.">
- Furthermore, they will promote systematic improvement of internal and external content, aiming at a better experience and autonomy for internal and external customers.">
- The ideal candidate should have specific tools expertise, communicate with stakeholders, engage audiences, build dashboards, and generate relevant data based on root cause analysis.">
- They will participate in monitoring and achieving OKRs and operational KPIs, explain results, and prioritize tasks effectively.">
- Additionally, they will manage low and medium complexity projects, delegate tasks, communicate with stakeholders, and create documentation needed for projects.">
Benefits:
">- ">
- Health and life insurance">
- Food card">
- 17 days of paid vacation with 25% vacation bonus">
- Holiday Bonus (
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