Customer Service Manager (Pachuca de Soto)

Job Description The Latin America Service Center (LAO SC) Customer Service Manager will lead and be responsible for contact center’s Customer activities Service (inbound calls, chats and emails, as well as other channels that may implemented by GMF) for Mexico, Colombia and Chile. This professional will also overview all activities performed out of the Pachuca site and do the direct in-person relationship contact with the day-to-day Vendor management team. The position is responsible for managing GMF´s servicing vendor for Customer Service activities, defining capacity planning, operational and Customer Experience KPI´s and metrics, including but not limited to transactional net promoter score (NPS), productivity, efficiency, quality, as well as agent scorecards definitions, measurement and improvement. The Manager has within its key activities the relationship with GMF´s branches in Latin America, as well as defining short and long term operational and servicing strategies for GMF. Set the city of Pachuca, capital of the Hidalgo state (Mexico), as your place of residence and work. Responsibilities
- Responsible for an outsourced structure of +150 employees supported through our regional servicing vendor.
- Relation with Latin American branches (Mexico, Colombia and Chile) management teams regarding Customer Service activities and procedures.
- Responsible for KPI and metric achievement related to Customer Service (e.g. Service Level, Abandon Rate, Average Speed of Answer, transactional NPS, Representative satisfaction, etc) through the definition of short, medium and long-term strategies in accordance to GM Financials’ objectives.
- Develop, support and ensure compliance with Business Plan definitions for Customer Service.
- Developing a positive work environment with the LAO SC team, branch stakeholders and servicing vendor.
- Work with the Customer Experience and Operational Excellence teams to implement and support the implementation of new projects/initiatives. Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uv1v6