Banamex - Especialista Senior en Calidad de Servicio - C10

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Job Overview

The Service Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

Responsibilities:

• Allocate work for small Customer Service team (typically up to 10) and serve as the team leader
• Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact
• Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.
• Recommend new work procedures, as needed
• Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
• Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
• Develop communications to exchanges ideas and potentially complex/sensitive information
• Assist as a backup manager, as needed
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 0-2 years of relevant experience in a customer service role
• Ability to deal with conflict/change resistance
• Ability to identify and deliver business results
• Proficient project management skills
• Effective verbal and written communication and presentation skills
• Effective influencing and relationship management skills
• Proven ability to adapt and apply creative and analytical skills in previous leadership experience

Education:

• Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

El Gerente de Calidad Servicio es responsable de realizar las siguientes actividades:

- Monitoreo y análisis de procesos del área de atención a quejas de los distintos canales de registro para asegurar el cumplimiento a las políticas y tiempos normativos.

- Diseño y actualización de reportes de seguimiento para identificar mejoras en los procesos y tendencias del comportamiento de las quejas y otros procesos que impacten a las mismas.

- Efectuar las revisiones de calidad de los registros y cierre de quejas y dar seguimiento a la ejecución de los planes de acción establecidos con el área de atención a quejas.

- Gestionar iniciativas de innovación que impacten positivamente en la experiencia de los clientes a través de la interacción con distintas áreas de la compañía.

- Identificar áreas de oportunidad o desviaciones con oportunidad, escalar con los responsables del proceso y dar seguimiento a su atención.

Requisitos:

- Conocimiento avanzado en elaboración de presentaciones ejecutivas.

- Gestión de indicadores y análisis de datos.

- Manejo de excel (intermedio-avanzado) para la administración de bases de datos, uso de tablas dinámicas y diseño de Dashboards

-Experiencia en el seguimiento y cumplimiento de políticas normativas e internas.

Deseable:

Experiencia previa en áreas de calidad en el servicio y/o atención a quejas.

Experiencia en políticas de calidad del CAT

Carrera terminada con titulo

Favor de adjuntar CV actualizado

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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