Associate Manager

hace 3 semanas

Ciudad de México, Ciudad de México SpotOn A tiempo completo

At SpotOn, we're dedicated to empowering restaurants and small businesses to succeed with our cutting-edge payment and software technology. Our team is passionate about delivering exceptional customer experiences and driving business growth.

We're seeking a highly skilled Associate Manager to join our technical support department. In this pivotal role, you'll work closely with our Client Experience Sr. Manager to manage projects, streamline processes, and maintain strong relationships with key stakeholders. Your focus will be on ensuring the smooth execution of operational and administrative tasks, facilitating communication across departments, and contributing to the department's success.

Key Responsibilities:

  • Provide strategic support and high-level leadership to contact center operations, ensuring optimal performance based on relevant business KPIs.
  • Manage follow-ups, documentation, and data analytics for all business needs, ensuring a data-driven approach to decision-making and strategy.
  • Collaborate with senior leadership to align customer experience strategies with overall business objectives, ensuring flawless execution.
  • Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding customer expectations and achieving industry-leading service levels.
  • Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the customer experience and differentiating our brand.
  • Work closely with cross-functional teams, including senior management, product, order admin, training, workforce management, quality assurance, and all other relevant stakeholders to client experience to align efforts and drive a consistent and exceptional customer service experience.
  • Provide coaching, mentoring, and training to team members, ensuring they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
  • Ensure efficient and effective case management.
  • Monitor Pod's business performance, identifying trends and opportunities for improvement to ensure the delivery of top-tier customer service.
  • Ensure teams undergo re-training courses recommended by QA to continuously elevate service quality and expertise.
  • Conduct regular team meetings, providing updates on company policies, procedures, and product enhancements, ensuring everyone is aligned and informed.
  • Recognize outstanding agent performance and provide recommendations for disciplinary actions to the Client Experience Sr Manager, maintaining a high standard of service and accountability.
  • Foster a collaborative culture of open and timely communication within your department, acting as a SpotOn ambassador and championing our values and mission.
  • Participate in the selection, allocation, and staffing of new hires, ensuring the team is robust, skilled, and ready to excel.

Requirements:

  • Minimum three years of prior experience in a relevant leadership role
  • Excellent English and Spanish communication skills, both verbal and written.
  • Proven cross-functional collaboration and communication skills.
  • Proven record of leading cross-functional teams.
  • Proven ability in project management, follow-up, and timely execution.
  • Proven strong problem-solving and critical-thinking skills.
  • Proven analytical and data-driven decision-making ability.
  • Proven ability to gather and analyze data, translating insights into actionable strategies.
  • Proven ability to work effectively under pressure and handle multiple tasks simultaneously.
  • Proficient with internal software applications such as CRMs, Salesforce, Talkdesk, Point of Sale Systems, etc.
  • Proficient at SpotOn technical support knowledge, demonstrating a strong understanding of the tools and resources needed to excel in technical support roles.

What We Offer:

As a Client Experience Associate Manager, you'll have the opportunity to refine your expertise and expand your knowledge in various key areas, including business management and strategies, change management, implementation and execution of high-volume/impact projects, leadership and team building, customer experience innovation, advanced communication and negotiation, financial acumen and budget management, technology and digital transformation, and regulatory compliance and risk management.

Join our team and be part of a dynamic and innovative company that's committed to making a positive impact in the lives of our customers and employees.

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