Customer Service Manager (Estado de México)

An important financial institution is looking for an experienced Customer Service Manager with expertise in Social Media interactions to oversee our Call Center operation. This manager will be dedicated to providing reliable, measurable, and high-quality customer service to our customers through different social media applications. We are looking for a candidate who can demonstrate strong and capable leadership qualities and the ability to resolve all types of customer inquiries. Our idóneo call center customer service manager will know how to oversee the daily call center operation, compile data to assess the department’s progress, and coordinate with upper management to find ways to enhance customer service objectives among employees.

Objectives of this role
- Manage daily Call Center workflow within the customer service department
- Manage all our Social Media platforms
- Manage important Customer Service projects
- Development, implementation, and tracking of SOPs or SOWs
- Create and track call center customer service KPIs
- Supervise a team of customer service representatives
- Hire and onboard new customer service employees
- Document all interactions with clients
- Plan, manage and control the department's materials and asset maintenance.
- Plan, manage and control the different functions and activities to support the Commercial area in terms of quotes, project administration, collections, etc.
- Plan, manage and control special projects that require the intervention of external companies.
- Plan, manage and control the procurement of information, materials, tools, equipment and personnel necessary for the success of various assignment service projects.
- Plan and manage administrative control (evaluations, training, policies, etc.) of the personnel under your charge.
- Plan and manage external technical support for externally assigned personnel.
- Report important events in operations or requirements (Monthly Operations Reports, etc.)

Responsibilities
- Re Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uw7cm