Engagement Centre Operations Manager

hace 2 semanas

Monterrey, México British American Tobacco A tiempo completo

**BAT is evolving at pace - truly like no other organisation.****To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey****BAT MEXICO IS LOOKING FOR AN ENGAGEMENT CENTRE OPERATIONS MANAGER****ROLE POSITIONING AND OBJECTIVES**The role is responsible for leading, monitoring, and supervising team leaders and agents’ team, to ensure engagement centre operational efficiency. In addition is also responsible for providing guidance, instruction, and leadership skills to the team.**Reports to**:Engagement Centre Lead**Reporting Level**:Manager**Geographic Scope**:Monterrey**WHAT YOU WILL BE ACCOUNTABLE FOR**- Ensure the team leader & supervisors align with operational processes, reports generation, SLA & KPI.- Ensure KPI’s, SLA, compliance reporting and support to DBS Account Manager.- Contribute to the continuous improvement of the department through the development of technical and management.- Provide direct coaching to the leadership team & ensuring the mentor models implemented across de organization.- Maintain continuous communication with Account Manager, Internal Stakeholders, Team Leads and Tier Consumer service line agents.- Anticipate problems of define a successful solution.- Be Available to the end market when required offering good customer service.**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**- Minimum of 3 years of progressive work experience in the operational delivery of these services, ideally in an end markets / shared service centre, with senior team member management and project management in an organisation of similar scale.- Good level of English in writing, reading, and speaking.- Very good knowledge of Microsoft Office standard pack (Excel, Word, Access, Power Point)- Bachelor’s degree**BENEFICIAL**- SAP Knowledge- Salesforce Knowledge- Genesys Cloud Knowledge**WE ARE BAT**At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**- Global Top Employer with 53,000 BAT people across more than 180 markets- Brands sold in over 200 markets, made in 44 factories in 42 countries- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations- Diversity leader in the Financial Times and International Women’s Day Best Practice winner- Seal Award winner - one of 50 most sustainable companies**BELONGING, ACHIEVING, TOGETHER**Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. **Come bring your difference

  • Engagement Centre Supervisor

    hace 5 días

    Monterrey, México British American Tobacco A tiempo completo

    **BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!** BAT Mexico IS LOOKING FOR Engagement Centre Supervisor **SENIORITY LEVEL: Non-Management** **FUNCTION: Marketing** **SALARY RANGE:...

  • Engagement Centre Supervisor

    hace 4 días

    Monterrey, México British American Tobacco A tiempo completo

    **BAT is evolving at pace - truly like no other organisation.****To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!**BAT Mexico IS LOOKING FOR Engagement Centre Supervisor**SENIORITY LEVEL: Non-Management****FUNCTION: Marketing****SALARY RANGE: Excellent...

  • Engagement Centre Training Specialist

    hace 2 semanas

    Monterrey, México British American Tobacco A tiempo completo

    **ROLE PROFILE****JOB TITLE: Training Spcialist****CITY & COUNTRY: Monterrey, Mexico****ROLE SUMMARY****The engagement centre is fully dedicated to provide world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best team of people ready to assist them.****The Training Coordinator’s primary...

  • Engagement Centre Supervisor

    hace 2 semanas

    Monterrey, México British American Tobacco A tiempo completo

    **ROLE PROFILE****JOB TITLE: Engagement Centre Supervisor*****CITY & COUNTRY: Monterrey, Mexico****ROLE SUMMARY****The Engagement Centre is fully dedicated to deliver a world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best team of people ready to assist them.****The Supervisor’s primary...

  • Engagement Centre Customer Wfm/bi

    hace 2 semanas

    Monterrey, México British American Tobacco A tiempo completo

    **ROLE PROFILE****JOB TITLE: Workforce Management Analyst****EXTERNAL JOB TITLE: Workforce Management Analyst OR WFM Analyst*****CITY & COUNTRY: Monterrey, Mexico****ROLE SUMMARY****The engagement centre is fully dedicated to provide world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best...

  • Engagement Centre Agent

    hace 5 días

    Monterrey, México British American Tobacco A tiempo completo

    **AT BAT MEXICO WE ARE LOOKING FOR AN ENGAGEMENT CENTRE AGENT****ROLE SUMMARY****As British American Tobacco is constantly evolving, there is potential to grow with us in the engagement centre or to other areas of the company.****ACCOUNTABILITIES**- **Handle support/service escalations to/from clients**:- ** Transfer calls to the Tier 2 department**:- **...

  • Project Manager, Partner Engagement

    hace 3 semanas

    Monterrey, México Blue Yonder A tiempo completo

    Blue Yonder Title: Project Manager, Partner EngagementOther comparable titles: (Cloud Project Managers, Project Coordinators, Technical Account Managers)OverviewBlue Yonder, a leading supply chain software company, is seeking a highly motivated and detail-oriented Project Manager to join its Partner Engagement team. The Project Manager will be responsible...

  • Project Manager, Partner Engagement

    hace 3 semanas

    Monterrey, México Blue Yonder A tiempo completo

    Job Title: Project ManagerOverview: Project Manager, Partner Engagement will act as main POC for Partner Concerns related SaaS Tech Needs.- Capable to handle any T1 account-PD/PMG Coordination for case resolutions- Active Participation in Triad meeting- Prioritize and Collaboration with Global Service Delivery teams to increase case resolution times- Partner...

  • Operations Manager

    hace 3 semanas

    Monterrey, México Hexaware A tiempo completo

    _**OPERATIONS MANAGER**_**REQUIREMENTS**:- ADVANCED ENGLISH ( B2 - C2 )- MINIMUM 10- 12 YEARS OF WORK EXPERIENCE IN A VOICE/CHAT PROGRAM PREMIUM CONTACT CENTER- MIN 3 YEARS OF EXPERIENCE IN VOICE/CHAT AS SR. OPERATIONS MANAGER- HAS HANDLED TEAM SIZE OF OVER 200- GRADUATED FROM ANY STREAM- HIGH RESPONSABILITY AND OWNERSHIP**Technical Competencies**:- Foster...

  • Regional Sales Manager

    hace 1 semana

    Monterrey, México GM Financial International Operations A tiempo completo

    GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and...