CX Specialist

About the team

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 leaves

The position is based in Mexico City, Mexico.

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