Manager Dedicated Customer Care

Location: Onsite in Cuautitlán, Mexico

Company

Customer care operations for hirify.global, supporting dedicated service for major accounts.

What you will do

• Manage dedicated customer support representatives and oversee daily activities.
• Coach, calibrate, and monitor representatives with support from the quality assurance team.
• Manage, support, and follow up on top accounts generating $15M in revenue and 40M pieces.
• Generate performance analyses for each client.
• Lead a team or specific business location, including performance management and disciplinary actions when required.

Requirements

• Two years of university or college education, or equivalent experience.
• MAESTRO certification required.
• Moderate proficiency in English required.
• Three to five years of business experience, including at least two years in customer service or contact-center operations.
• Planning and organizing, judgment and decision-making, leadership, project management, and written and verbal communication skills.

Nice to have

• Previous management or supervisory experience in a service environment.

Culture & Benefits

• Full-time regular employment.
• Scheduled weekly hours: 48.
• Work with operational, clerical, supervisory, professional, and other employee groups.