CX Specialist
hace 4 semanas
Building a strong and diverse team, therefore your work will be decisive for our success in developing the Customer Experience Chapter as a CX Specialist (IC5) focused on Cross Supporting Squads and their results and goals. You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.
Nubank´s values, culture, and putting out Leadership principles in practice.
About the role
This position will mainly be responsible for headcount (HC) Planning and Control, BPOs and Outsourcing Management, Quality Governance, and Content Management, including Auto-replies, FAQs, Training Management, HSAT, Process Improvements, Customer Journey connecting with the Inner and Outer loop, working as the ¨chaman¨role, and on the UNE and legal complaints.
Responsibilites
1. HC Planning and Control
Control the service operation workforce by combining Efficiency and Service Level
- Responsible for the operation sizing including reports, monitoring of volumes, and owning HC assumptions and the team allocation definition. Includes review and updated of the WFM Model, considers CTS bets and assumptions to be updated in the model. Provide Challenges and review of the running results. Define with the Xplead final HC growth/ decrease and align with transfers and allocations. Review HC growth in BPOs and define the allocations.
- Crisis management with SLA Impact, responsible for the SLA monitoring and Contingency action plans, follow up with the engineering team on the actions to be taken on a crash and responsible for the internal and external communication about the crisis and actions to be taken.
- Real time monitoring of the operation focusing on solving adhesion and incoming anomalies (desk control). For both internal and external teams and align with the BPOs the adherence action plan to complete the HC-required.
- Identification of chronic anomalies in the operation
- Monitoring and acting on deviations in adherence metrics
- Monitoring and acting on deviations in productivity metrics
- Monitoring and acting on deviations in the incoming forecast
2. BPOs Management
- Manage BPO results and identify opportunities to increase outsourcing, unblock technical blockers for outsourcing, and drive improvement so that BPOs can grow in a scalable and sustainable way and deliver the best performance according to NuBank´s experience standards.
3. Content Management
Promote the systematic improvement of the internal (Weduka and Macros) and external (FAQ and Autoreply), content base, aiming at a better experience and autonomy for internal (Xpeers and Xtronauts) and external customers.
4. Working in the Social Media Team
This position will mainly be responsible for headcount management and operational coverage (Planning and Control), BPOs and Outsourcing Management, Quality Assurance Governance, and Content Management, including Auto-replies, FAQs, Training Management, Customer Satisfaction, Process Improvements, Customer Journey, Regulatory and legal complaints.
Will be responsible to communicate with stakeholders to actively contribute to planning sessions, engaging the audience when presenting a message, including senior stakeholders. Builds dashboards, creating visualizations and identifying trends and deviations of indicators within temporal variations (historical and future). Can generate relevant data based on root cause analysis without close guidance.
Core Benefits
Nubank equity Health and life insurance Food card 15 days of paid vacation with 25% vacation bonus Holiday Bonus ("Aguinaldo") of 30 days of pay per year NuCare - Our mental health and wellness assistance program NuLanguage - Our language learning program Extended maternity and paternity leavesThe position is based in Mexico City, Mexico.
-
HubSpot CX Marketing Consultant
hace 4 semanas
Mexico City Huble A tiempo completoWelcome to Huble - we are an international, creative, digital business & CRM consultancy with Elite HubSpot Partner status. We focus on providing solutions to increase our customer's level of CRM sophistication and offer strategic consultancy across marketing, sales, websites, creative and design. We believe in striking a balance between professionalism...
-
HubSpot CX Marketing Consultant
hace 1 mes
Mexico City Huble A tiempo completoWelcome to Huble - we are an international, creative, digital business & CRM consultancy with Elite HubSpot Partner status. We focus on providing solutions to increase our customer's level of CRM sophistication and offer strategic consultancy across marketing, sales, websites, creative and design. We believe in striking a balance between professionalism...
-
Customer Quality Assurance Specialist
hace 3 días
Mexico City Zendesk A tiempo completoJob DescriptionWe are looking for a Quality Assurance Specialist to support our global Customer Experience (CX) teams. The QA Specialists are responsible for ensuring all established processes and procedures are being followed to support the overall customer experience. This individual must have a keen eye for detail and have the ability to provide insight...
-
Bilingual Customer Service Specialist
hace 4 semanas
Mexico City Foundever A tiempo completoBilingual Customer Service Specialist Req ID#: 385812 Mexico City, Mexico, MX Job Description: About UsAbout Foundever® As a global leader in end-to-end customer experience (CX) products and solutions, Foundever® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive...
-
Bilingual Customer Service Specialist
hace 4 semanas
Mexico City Foundever A tiempo completoBilingual Customer Service Specialist Req ID#: 385812 Mexico City, Mexico, MX Job Description: About UsAbout Foundever® As a global leader in end-to-end customer experience (CX) products and solutions, Foundever® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive...
-
Bilingual Customer Service Specialist
hace 2 semanas
Mexico City Foundever A tiempo completoBilingual Customer Service Specialist Req ID#: 385812 Mexico City, Mexico, MX Job Description: About UsAbout Foundever® As a global leader in end-to-end customer experience (CX) products and solutions, Foundever® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive...
-
Content & CX
hace 1 mes
Mexico City Bayer A tiempo completoDigital & Customer Experience Strategist Purpose: This role is responsible in shaping and executing comprehensive omnichannel strategies. This involves an active participation in the product teams with deep understanding of their outcomes and customer needs, providing best-in-class customer experience and ensuring omni channel accurate communication. This...
-
Content & CX
hace 4 semanas
Mexico City Bayer A tiempo completoDigital & Customer Experience Strategist Purpose: This role is responsible in shaping and executing comprehensive omnichannel strategies. This involves an active participation in the product teams with deep understanding of their outcomes and customer needs, providing best-in-class customer experience and ensuring omni channel accurate communication. This...
-
Customer Experience Sr. Specialist
hace 3 días
Mexico City Nissan Motor A tiempo completoAt Nissan, minds race. Imagination gets a green light. Each opportunity is the fuel that drives an idea from inspiration to real-life. As a Customer Experience Sr. Specialist, your role will be crucial for the development of a seamless, trustworthy, and effective “Phygital” experience for all the customers on every brand touchpoint under the vision of...
-
Customer Quality Assurance Specialist
hace 3 días
Mexico City Zendesk A tiempo completoBy clicking âApply Now,â I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendeskâs Candidate Privacy Notice.Job Description We are looking for a Quality Assurance Specialist to support our global Customer Experience (CX) teams. The QA Specialists are responsible for ensuring...
-
CX Engagement Specialist
hace 2 meses
Mexico City Findasense A tiempo completoEl RolEsta posición tiene el propósito de mantener la comunicación directa con nuestros clientes y consumidores manteniendo un estándar elevado en calidad y servicio al cliente.Requirements¿Qué harás? Serás la cara de la marca, actuando como la voz de la compañía y la voz de los consumidores para la compañía. Crearás y mantendrás conexiones con...
-
CX Engagement Specialist
hace 4 semanas
Mexico City Findasense A tiempo completoEl RolEsta posición tiene el propósito de mantener la comunicación directa con nuestros clientes y consumidores manteniendo un estándar elevado en calidad y servicio al cliente.Requirements¿Qué harás? Serás la cara de la marca, actuando como la voz de la compañía y la voz de los consumidores para la compañía. Crearás y mantendrás conexiones con...
-
Bilingual Customer Service Specialist
hace 4 semanas
Mexico City Sitel A tiempo completoAbout UsAbout Foundever® As a global leader in end-to-end customer experience (CX) products and solutions, Foundever® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints. With our award-winning culture built on 35+ years of...
-
Bilingual Customer Service Specialist
hace 2 semanas
Mexico City Sitel A tiempo completoAbout UsAbout Foundever® As a global leader in end-to-end customer experience (CX) products and solutions, Foundever® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints. With our award-winning culture built on 35+ years of...
-
Bilingual Customer Service Specialist
hace 2 días
Mexico City Foundever™ A tiempo completoAbout Us About Foundever® As a global leader in end-to-end customer experience (CX) products and solutions, Foundever® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints. With our award-winning culture built on 35+ years of...
-
Customer Experience Assurance Specialist
hace 4 semanas
Mexico City OpenTable A tiempo completoWith millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...
-
4PL CX Consultant Import
hace 1 mes
Mexico City Maersk A tiempo completoOwns and manages the customer experience. Has responsibility for end-to- end customer experience within the assigned scope in 4PL, in compliance with relevant company procedures and agreements with customer. We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customer’s supply chain. We...
-
4PL CX Consultant Import
hace 4 semanas
Mexico City Maersk A tiempo completoOwns and manages the customer experience. Has responsibility for end-to- end customer experience within the assigned scope in 4PL, in compliance with relevant company procedures and agreements with customer. We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customer’s supply chain. We...
-
Tools Optimization Specialist
hace 4 días
City, México PayJoy A tiempo completo**About PayJoy** PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoy’s “secret sauce” technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit...
-
Enterprise Support Specialist
hace 1 mes
Mexico City Qualtrics A tiempo completoAt Qualtrics, we create software the worldâs best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platformâwe are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit,...
