Customer Service Senior Manager

**Position Overview**:Customer Service Senior Manager leads daily operations to drive efficiency, service excellence, and team productivity. Ensures quality standards, resolves escalations, analyzes performance trends, and implements process improvements. Oversees scheduling, fosters staff development, and maintains clear, consistent communication across the team.**As the Customer Service Senior Manager, you will**:- Oversee daily operational activity to maximize resource utilization, staffing productivity, and customer service quality.- Maintain established standards of work, data accuracy, and quality expectations.- Monitor productivity and deliver employee performance through various statistical and reporting methods; conduct performance reviews in adherence to schedule.- Serve as escalation point for resolution of client complaints.- Review calls and monitor trends based on queries, calls, and issues; use appropriate tools to make recommendations on improving service quality.- Develop and maintain deep content knowledge on CIBT’s business process to complete orders, maximize system capabilities and steward policy and procedure within the team.- Create and maintain schedules based on actionable analytics.- Support the training, coaching and mentorship of team members.- Facilitate team meetings and cascading messaging to ensure effective communications and appropriate knowledge transfer.- Additional responsibilities as determined and assigned.**Required Qualifications**:- Associate’s degree or equivalent, Bachelor’s degree preferred.- Minimum of 7 years’ experience in a Customer Service or Sales Customer Service capacity.- Minimum of 2 - 3 years’ experience as a direct supervisor providing management and leadership.- Prior experience successfully managing call center(s)/campaigns.- Strategic mindset and ability to drive projects forward amidst shifting priorities, situations and goals.- Strong project management and organizational skills; proven track record of high productivity in deadline sensitive environment.- Ability to develop and manage analytics and report on trends and metrics.- Strong written and verbal communication skills; excellent presentation and meeting facilitation skills.- Commitment to data security and integrity, information accuracy, and attention to detail.- Experience and aptitude with Microsoft Office Suite.**Working Conditions and Location**:- Office environment: exposure to computer screens, working closely with others in an open office environment.- **Must currently reside near operational office in Mexico City.**:- **Will need to come into the office every day the first 3 months and then 3 times per week.**:- Occasional travel will be necessary for training and management events.**About Us**:CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,600 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 countries. With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies. CIBT offers a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients. We commit to delivering a superior service experience to our clients on each and every engagement.**EEOC**:As part of our dedication to the diversity of our workforce, CIBT is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.