Team Leader Customer Service

hace 2 semanas

Iztapalapa, México OneCarNow! A tiempo completo

The Team Leader is responsible for leading the Customer Service team with the objective of achieving customer satisfaction and retention, responding to requests regarding payments (extensions, payment reports and unblockings), meeting the requirements for resolution of the car inventory needs (repair, warranty, insurance support, theft or damage reports) within the established SLAs, as well as resolve any questions, complaints or suggestions in relation to OneCarNow service.

**Activities**:

- Achieve individual and group goals of the Customer Service team. (NPS, SLA's, FCR).
- Constant VOC and satisfaction surveys analysis.
- Participate in the process mapping and results optimization strategy together with the Head of area.
- Organize the activities of the work team, making clear roles and responsibilities.
- Measure and monitor the individual performance of each team member with the objective of training, providing feedback on areas of opportunity and developing their skills.
- Maintain a motivated work team with a good work environment.
- Establish control points to identify risks and deviations to take corrective and preventive measures.
- Interview and hire required positions according to growth objectives.

**Requirements**:

- More than 5 years of experience in team leadership positions.
- Experience working with CRM and in Contact Center.
- Experience in service quality monitoring and feedback.
- Results orientation and work under pressure.
- Advanced Excel management.
- Highly analytical, numerical and strategic.
- Team Development.
- Knowledge of Inbound campaigns in voice channels and chats.
- Advanced English.

Tipo de puesto: Tiempo completo

Sueldo: $25,000.00 - $30,000.00 al mes

Horario:

- Lunes a viernes

Prestaciones:

- Seguro de gastos médicos mayores

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

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