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Deputy Head of Global Customer Support LatAm

inDrive

inDrive

Customer Service
Mexico City, Mexico
Posted on Tuesday, July 9, 2024

Deputy Head of Global Customer Support LatAm

Mexico, Mexico City

  • Hybrid
  • Full-time
  • Senior

We’re expanding our Customer Support team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes . If you are ready to be part of a new team and go to the next step we are waiting for you.

Responsibilities

  • Work with the department head on organizing the work processes of the department;
  • Manage team of supervisors in countries of presence;
  • Organize the work processes of the department;
  • Manage recruitment, building a team, attrition and absenteeism in assigned location;
  • Structure information & prepares analytics reports within the region, manage all key metrics and required level of service in assigned regions;
  • Identify problems in interaction, develop measures and organize work to improve processes, interact with departments outside the department;
  • Define the work plans necessary for the development of recruitment, and the timing of the implementation of these plans in the region;
  • Define team's need for training & development (team ramp up and training of new supervisors);
  • Manage recruitment funnel, training and onboarding, as well as Quality assurance metrics for the assigned staff in regions;
  • Maintain favorable working environment;
  • Serve as a point of contact for internal stakeholders to address inquiries, provide updates, and maintain a high level of service quality;
  • Work with the department head to manage the department's budget, ensuring efficient resource allocation and controlling costs while maintaining operational excellence

Qualifications

  • Bachelor's or Master Degree, PMP (Project Management Professional) certification as advantage.
  • Work experience in a similar area (2-4 years) or in Customer Support Supervisor position (minimum for 3 years).
  • Managing 100+ staff (from different locations)
  • Knowledge of Mobility as a service industry as advantage.
  • Google products knowledge: Google Sheets, Google Slides, Google Docs, Google Drive
    Management skills (Analysis, Planning)
    People management.
  • Writing skills (Translation other languages).
  • Grammatically correct in written and verbal.
  • Native language speaker: Spanish.
  • Conversational level of English (B2-C1).
  • Leadership: shows power in guiding and encouraging team toward achieving business goals.
  • Change agility & adaptability.
  • Being flexible and positive, able to listen in order to get success at work.
  • Critical thinking and problem-solving.
  • Time management.
  • Organizational skills.
  • Coaching & mentoring.
  • Responsibility: takes responsibility for team's performance to complete assigned tasks on deadlines.