Descripcin del puesto:
Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible.
Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company.
We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences.
We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
Job TitleManager/Consultant B2C Customer Care & Operations* Oversees and manages B2C vendor management governance structures for all internal and external contact center operations to strengthen and optimize performance
- Standardize and manage all contact center operations including vendor management, agent performance and service delivery to support business/product goals and strategies* Define, measure, manage and be accountable for the customer service experience and contact center performance to desired performance levels* Identify and drive adoption of leading practices for contact center operations supporting product optimization through 'voice of the customer' feedback
- Leverage the scale of (COMPANY NAME) and strengthen and optimize vendor relationships across business lines by region and globally* Have you ever designed the consumer experience for a product going to market?
* Are you motivated to be a part of driving vendor performance to deliver the (COMPANY NAME) Brand Promise globally?
* Have you led a project team of diverse skills and experience?Role* Manage the overall performance of selected contact center operation (s) in the LAC region; Implement plans and policy as determined by (COMPANY NAME) and GCCM B2C Operations; Document and act on key risks and issues impacting the program/site or operations; Act as primary point of contact for site specific questions, initiatives and operational issues* Work with site operations leadership to develop and execute performance improvement programs; follow-up to ensure programs are effective, implement change as necessary, and escalate when appropriate* Conduct Focus groups as needed aimed at gathering feedback on improvement opportunities; Schedule and lead call monitoring sessions regularly; Share best practices and lessons learned*Be a part of a regional and global team of operations experts who lead the way on behalf of Global Customer Carein the contact centre industryAll About You* Strong understanding of (COMPANY NAME)/Payments products, services and operations* Ability to drive operational performance change and improvement* Results oriented with sound tactical and implementation skills
- Abide by (COMPANY NAME)'s security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with (COMPANY NAME)'s guidelines