Customer Service Manager MX
Concord Servicing, Mexico

Summary: Manages and directs our CC inbound teams in the Mexico city office in accordance with the organization's policies and applicable laws. Responsibilities include: review and define monthly goals for each team, review KPI to take decisions regarding staffing, working strategies, telephone campaigns, collaborate to define policies and procedures. Collaborate in business relationships with clients.

Essential Duties and Responsibilities:

• Define inbound strategies to deliver phone coverage within our working schedule to meet client contractual obligations and client expectations.
• Work with IB Supervisors to schedule working shifts maximizing phone coverage on peak periods and call spikes.
• Forecast staffing needs to work with HR to interview and hire members to achieve goals.
• Prepare, review and update client’s parameters.
• Work with Training areas to make sure all team members complete training sessions based on client’s priorities.
• Monitor telephone metrics (SLA, ABA, AHT, Hold time, etc.) and portfolio performance for:
  • Private Label clients and Concord’s clients.
• Participate in client’s meetings/conferences and follow up in the agreements.
• Handles Manager’s Calls as needed.
• Reviews telephone queues, upload users in the phone system and assigns roles.
• Runs different Virtual Agent campaigns for different purposes including Adhoc campaigns.
• Participates and provides suggestions regarding our Strategic Planning in the Contact Center.
• Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.
• Participates in each team’s monthly meetings.
• Prepares and schedule all team’s monthly training sessions together with the Supervisors and Corporate trainer.
• Collaborates with Supervisors to administer employee performance reviews, write ups. Coaching sessions, etc.
• Reviews month end performance reports from Master clients and work with the Collection Manager to define the best strategy to reach client’s goals.
• Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, introduce performance-oriented reward system including:
  • Productivity/utilization measurement and real-time performance stats
  • Better tracking of schedule adherence
  • Frequent performance appraisal and feedback
• Schedules and complete annual performance appraisals with Supervisors.
• Authorizes sure-pays and customer service awards.
• Reviews monthly contests for each CC IB team.
• Provides a summary on the call recordings requests from any client.
• Reviews/Supports each Supervisor duties completion.
• Assists in training and orientation to all new team members.
• Reviews and participates to update client’s parameters.
• Provides performance warnings (write-ups) and offers constructive feedback together with Supervisors.
• Enforces, reviews and collaborates to evaluate current policies and procedures; make recommendations for amendments as necessary.
• Attend industry seminars and conferences

Requirements

• Prior customer service experience (3+ years)
• Knowledge of FDCPA and State rules and regulations
• Prior Supervisory / Management experience - preferred
• Predictive Dialer experience
• Basic knowledge of Timeshare operations preferred
• Basic knowledge of Home Improvement operations - preferred
• Business degree or equivalent - preferred
• Basic Computer Skills
• Knowledge of Microsoft Office
• Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus
• Good communication skills, both written and verbal
• Leadership experience and the ability to provide support and direction to develop and motivate a team
• Ability to communicate and meet company goals and objectives
• Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.
• Must willing and able to travel as required by clients/projects

Benefits

Paid Training including perks above the minimum by Law (based on the MX Labor Law)

Competitive Base monthly Salary + Bonuses

Grocery tickets

Internet bonus

Permanent contract after 90 days trial period plus commissions based on results

Medical Insurance policy

Job Rewards and Benefits