Manager-Member Services MX

Position Summary

This position reports to the Senior Manager of Member & Client Experience and is responsible for ensuring the Member Services department in Guadalajara is fully operational, and focus is based on exceeding expectations both internally and externally. The job requires attention to detail, extensive knowledge of services provided, thorough follow-through and the willingness to lead by example. The person filling the role will be responsible for all aspects specific to the Member Services division located in Guadalajara, Mexico. This includes, but is not limited to, process implementation, report generating, employee development, client relationship development, new service implementations, coaching and mentoring, determining "right-fits" through hiring & corrective actions. The Member Services Manager is directly responsible for any items/duties/performance as it relates to the ResortCom Member Services department.

• Salary Grade: $45,000 - $50,000 Salary + potential to make up to $30,000 monthly bonus.
• Position Type: Salaried position – This is a full-time position. Not a remote job, this is an in-office job only.
• Expected Hours of Work: Must be available to work any day & time of the week. Must be able to work long shifts based on department needs. Schedule is determined by needs of the business.
• Reports to: Senior Manager of Member & Client Experience

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide daily directions and communication to the Member Services department to ensure goals including revenue generation, client experience servicing, and operational projects to include hiring is effective for the Call Center Operations.
• Lead employees using performance management and development processes that provides an overall context and framework to encourage and inspire employee contribution and which includes goal setting, providing feedback and performance development planning to include weekly 1-2-1 meetings with direct leadership team.
• Manages the floor by ensuring constant support from key positions (Supervisors & Team Leads) Works directly with the Workforce team to ensure that adequate staffing is in place and there is effective use of our human resources. Responsible for day-to-day staff supervision including monitoring staff performance. Support of adjustments to real time service levels.
• Support all new hire onboarding, and development processes that provide an overall context and framework to encourage and inspire employee contribution and which includes goal setting, providing feedback and performance development planning.
• Works with support staff to deliver high standards of customer service as well as obtain goals in every area each month (i.e., Revenue, Service Level, and Quality Assurance). Review and monitor monthly performance, develop plans to rectify the problems and provide feedback on results for continual process improvement.
• Oversee the performance, ensuring all Agents receive ongoing feedback on areas of improvement and bi-weekly 1-2-1 meetings. Use coaching and mentoring to empower employees to take responsibility for their jobs and goals, delegate responsibility and expect accountability and regular feedback.
• Establish the guiding principles for the division to ensure full alignment with organizational goals.
• Meets financial objectives by estimating requirements, helping to prepare and analyze annual budgets.
• Maintain a high-level of professionalism with all communication channels internally and externally. Maintains a high level of integrity and does not patriciate in negativity or non-constructive behaviors.
• Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Responds to problems that arise daily; works with relevant department personnel to resolve where possible; reviews and investigates all complaints concerning the operations of areas of responsibility with appropriate staff to ensure speedy resolution and respond to appropriate parties.
• Collaborate with direct reports, management, and other departments to create new Standard Operating Procedures; ensure that existing SOPs are updated and remain relevant.
• Informs leadership team of any issues, emergencies or opportunities that become present on the floor. Effectively communicates with all members of the leadership team.
• All other duties and projects assigned by Management.

Other Duties

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Compensation and Benefits

• Salary: $45,000 - $50,000 MXN/month
• Attendance Bonus
• Savings Fund
• Life Insurance
• Food Voucher
• Statutory Benefits

Work Environment

• Office-based environment with moderate noise levels.
• Travel required for training, meetings, and networking.
• Evening and weekend work may be necessary depending on workload.

Job Type

• Full-time
• In-person role
• 8-hour shifts
• Includes weekends

Additional Benefits

• Free beverages
• Savings fund
• Discounts and special pricing
• Employee referral program
• Grocery vouchers

Languages

• English (Required)

Required Education and Experience

• College / University Degree
• Prior 2+ years Manager experience required
• Bilingual (English – Spanish) required

Preferred Education and Experience

• Excellent organizational, multi-tasking and prioritizing skills
• Ability to work under pressure
• Knowledge of MS Office applications (Word, Excel and Outlook)
• Prior experience working with cultural diversity
• Customer Focus
• Strong Communication Skills (Written and Verbal)
• Must be able to type a minimum of 30 wpm