• Primary Location: Mexico
• Other Location: Asia Pacific, Europe, Middle East, and Africa, Latin America; Canada
• Education: Bachelor's Degree
• Job Function: Operations Customer Service
• Schedule: Full-time
• Shift: Day Job
• Employee Status: Regular
• Travel Time: Yes, 50 % of the Time
• Job ID: 17076958

Description

Frontline Head, Contact Center

 Objective:

Lead the Contact Center strategy and execution for all Citbanamex frontline operations. This job will be majorily based in Metepec, Estado de México. The objective is to ensure top industry standards, excellent customer experience, operating efficiency and employee engagement, under high control and ethics standards This involves leadership of multi-product, multi-services for Consumer

• 11 million calls per year
• 200+ types of services
• 1,200+ FTEs + 1,500+ Non FTES
• 24*7 client service

 The Contact Center’s Frontline head has responsibility for servicing our mass consumer segment with a range of Consumer products: DDAs, Credit products (cards, PILs, payroll loans, mortgages, car loans), recurrent billing and online banking services, Payroll service. Phone agents provide universal service for all of these products, their mission is to continuously provide more efficient client services with top industry standards in Market/Segment rNPS,  bottoms-up NPS and client satisfaction. In addition, their goal is to increase client product and digital services usage at a larger scale through best interaction practices with the customer during service calls. 

In particular for 2017-2018, Contact Center will migrate to a new location in Metepec  (new site located 1-hour away from Mexico City) and needs to ensure a seamless and excellent operation.

Responsibilities:

• Define the Contact Center service strategy, by optimizing client segment needs for Frontline and aligning human, financial, operational and infrastructure resources to this end.
• Successfully lead a large-scale operation servicing external clients, in partnership with workforce management team, to ensure preparedness and availability. Define and achieve SLAs with vendors for lower-complexity functions.
• Ensure top employee engagement levels among teams who perform routine work, sometimes with unsatisfied customers.
• Client acquisition of consumer products, through partnership with business teams, understanding competitive strengths of the Frontline team as a sales channel. Currently, Contact Center sales include cards, recurrent billing, PILs, insurance & investment products, for US $ 21,517,300 annually.
• Involve in crisis management committees, to limit client impact to unexpected events. Sound decision making and trade-offs when managing response.
• Act as “sounding board” of business decisions and anticipate customers’ potential responses to promotions, campaigns or migrations. Provide real time feedback on successes / challenges of specific actions.
• Establish services agreements with each of the business units it serves to assure the highest customer service levels performance from the frontline operation in coordination with the other segments heads. 
• Identify problems and risks in the operation to ensure an accurate and complete escalation process notifying the  impacts for the operation and customers

Qualifications:

• Successful track record of 10+ years heading a contact service/customer care operation serving external clients, with comparable complexity and excellent results
• Ability to quickly incorporate industry’s best practices and trends, derived from close knowledge of Contact Center operations in different industries
• Strong commercial perspective strongly desired.
• Leadership and inspiration to drive a large-scale organization, defining business strategy and ensuring execution.
• Solid results in driving transformation through tech solutions
• Proven achievements regarding organizational engagement and effectiveness, as a lever for improving client service
• Outstanding passion to drive value for clients
• Experience with crisis management scenarios
• Outstanding interpersonal & influencing skills across business, operations, technology and global teams (trusted partner)
• Strong ethics & control culture
• Proactively identifying industry and operational trends to lead transformation and growth
• Demonstrated team management of over 150+ personnel
• English 80%+
• Bachelors degree in relevant field (Administration, Engineering), MBA a plus.
• Team player

Competitions:

Ability to work with distributed team across different time zone

Strong communication skills and ability to work with business and technical teams

Strong abilities in negotiation and conflict resolution between Sectors (Business and technology) and Countries, Region and Global teams.

Preventive actions and strong influence skills to seek and ensure the alignment amongst all key players and decision makers.

Objective and unbiased Leadership.

“Solution” attitude

Workplace: Cuajimalpa / Metepec