Important financial group and member of an FCA Electronic Money Institution, offering a range of cutting-edge services including Payment Processing, UK and SEPA banking solutions, BIN sponsorship, and Wallet provisions.

We work with various clients across the world with a presence in +45 countries, 5 business units and a Local HC of +2,000.

As an employee, you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.

Due to significant growth in 2023, we now need to scale our HRBP Support functionality to support the Mexico City Pay office, but also service the wider business, working alongside an internal support team and a wider team.

Main goal:

The position of Contact Center Manager involves leading and supervising the daily operations of a customer service agent team. This includes managing performance metrics, developing strategies to improve efficiency and service quality, as well as training and motivating staff. Additionally, the Contact Center Manager is responsible for ensuring customer satisfaction and working collaboratively with other departments to address issues and enhance the customer experience. Strong leadership skills, effective communication, and experience in team management within a contact center environment are required.

What you will be doing:

·          Drives the overall digital contact center roadmap strategy, including resource delivery model, system tools, and processes:

1.    Develops solutions that drive performance and member adoption of 24x7 digital interaction services such as Chat Bot, Live Chat, and SMS expanded member self-service options.

2.    Effectively manages a hybrid services delivery model using a mix of internal and external third-party providers that is cost effective and scalable while proving high quality service to our members and partners.

3.    Establishes metrics and quality standards governing member interactions, to ensure that the member experience is consistent across all customer interaction touch points.

4.    Develops programs and processes to analyze member data, capture insights and implement CX improvements using existing and emerging technologies.

5.    Partners with cross-functional leadership teams to ensure the contact center strategy supports company objectives.

·        Manages all contact center operations, including:

1.    Ensuring SLAs are met for all contact center interaction channels and productivity goals are monitored with action plans as needed.

2.    Scheduling is optimized to support expected volume.

3.    Coaching and development of direct reports by providing ongoing and timely feedback regarding performance, opportunities for improvement and recognition.

·        Manages key vendors and partners related to contracted services and adherence to company policies pertaining to vendor onboarding and annual due diligence review.

·        Ability to establish and follow key performance metrics, as well as implement strategies to improve service efficiency and quality. AHT, ABA, CSAT, NPS, SLAs, OKRs.

·        Being able to analyze data and trends to identify areas for improvement and make data-driven decisions, handling ZENDESK, SALES FORCE, POWER BI, EXCEL, and personnel management tools like Oracle, Green House, etc.

·        Facilitates calibration sessions with internal groups and key outsourced lending vendor servicer partners to ensure consistency in level of service provided.

·        Develops and manages controls for both internal departments and external partners to ensure adherence to policies and procedures.

·        Promotes appropriate change management strategies to ensure alignment with functional goals, objectives, and company strategy.

What we want from you:

• Bachelor's Degree or equivalent experience
• Advanced English
• Experience with ACDs, outbound dialer systems (preferably NICE), campaign management, workforce planning, CRM Microsoft Dynamics platform, quality monitoring and recording systems
• 5+ years proven experience managing a high performance team
• 10+ years successful experience in a Contact Center management role – preferably in an Insurance or Financial services environment