FBS Customer Service Manager (Call Center)

Our Client, a leading US insurer, seeks a Customer Service Manager to lead a team and maximise positive customer experiences. The successful candidate will focus on risk acceptability guidelines and profitable business results.

Job Summary: Manage assigned team members to identify, understand, and resolve inquiries. Lead the team to achieve company results and communicate company strategies.

Key Responsibilities:

• Monitor team performance, including customer experience, work product quality, efficiency, and compliance.
• Create and implement plans to improve team performance and develop individual skill sets.
• Ensure team members meet individual and team performance goals.
• Communicate individual performance to team members and provide team performance information to management.
• Interact with customers, respond to inquiries, and partner with other leaders to develop and execute improvements.
• Maintain up-to-date knowledge of procedures, methods, and regulatory requirements.
• Participate in training and development to expand product, system, and process knowledge.

Requirements:

• High School Diploma or equivalent required; Bachelor's degree preferred.
• 2+ years of experience in a leadership role within a Call Center, preferably in Customer Service.
• Fluent English.
• Availability to work on-site in Aguascalientes.

Benefits:

• Competitive salary and annual performance-based bonus.
• Comprehensive benefits package, including grocery vouchers, saving funds, and private health insurance.
• Dynamic and inclusive work culture within a globally renowned group.
• Training and development opportunities.