23/05/2023
Director of Customer Service (Pharmaceutical / Retail) in Monterrey
Qualifications
ü Strong ability to mentor, develop and motivate staff.
ü Strong process and data analysis abilities.
ü Clear and effective communication skills (both verbal and written).
ü Advanced skills in Microsoft Office products, specifically Excel.
ü Ability to set clear directions and expectations.
ü Ability to project, set and meet goals and targets.
ü Ability to work and thrive in a fast-paced, production, environment.
ü Effective organization and time management skills with the ability to prioritize and re-prioritize, as needed.
ü Required Knowledge & Experience.
ü Excellent English Abilities
EDUCATION & WORK EXPERIENCE REQUIRED
o Minimum 10 years in a management role desired.
o Bachelors degree [Legal or Business or related field]
Responsibilities
· This operational leader will oversee the leadership and effective ex*****on of the inbound customer service operations, policy services, and workforce management located in Monterrey, Nuevo Leon, Mexico.
· This role is responsible for overseeing the business area to ensure that all company standards are met and maintained.
· The individual in this role models continuous process improvement by proactively seeking opportunities to enhance and streamline operations and workforce efficiencies.
· The role is responsible for the development of the management and supervisory team to provide a strong bench for progressive promotions and back filling needed roles.
· This role regularly reviews and reports on dashboard data and project updates to executive leadership.
· The Director must work collaboratively with all leaders across departments within the Company on operational initiatives and to ensure that customer concerns are addressed.
· Review /or drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
· Establishes measurable performance metrics for customer service representatives.
· Profeco and Recurso Administrativo Process Savvy.
· Establishes service levels and requirements for the department.
· Develops and implements methods to record, assess, and analyze the customer experience.
Compensation: Attractive compensation and benefits package.
Interested individuals can send cv and cover letter by email to [email protected] (Ref: Director of Customer Service (Pharmaceutical / Retail) in Monterrey)
Note: The client is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where each employee has the opportunity to fulfill their potential. As such, Client welcomes and encourages applicants who identify as people of color, indigenous people, people with disabilities, and people across the spectrum of sexual orientation and gender identities.
