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Job Summary: Manage and lead a Level 2 Customer Service Team, ensuring achievement of KPIs, QA standards, and training to enhance customer and user experience, supervise BPO operations, and resolve complex issues. Key Responsibilities: 1. Manage and lead the Level 2 Customer Service Team 2. Ensure team quality and training 3. Conflict resolution and team leadership Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. **Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.** Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. **General Objective** Manage and lead Edenred Mexico’s Level 2 Customer Service Executives Team, ensuring achievement of KPIs, QA standards, and training to guarantee proper service delivery and optimal customer and user experience across all support channels. Supervise BPO operations by tracking end-to-end customer service tickets and monitoring operational performance indicators, meeting daily productivity targets per team. Provide support to internal customers and other Edenred teams to facilitate solutions positively impacting user/customer experience. Resolve complex issues by identifying recurring problems and incidents, delivering relevant feedback to related departments to identify high-impact root-cause solutions for operations. Document and analyze processes to ensure optimal performance through identification of pain points and collaborative problem-solving. Contribute to creating and maintaining a healthy work environment that enhances service quality. **Main Responsibilities of the Role:** * Monitor management and productivity of executives to achieve and maintain defined metrics, coordinating follow-up and operational improvement activities. * Maintain direct contact with the BPO, performing daily monitoring of service indicators to ensure optimal compliance. * Continuously monitor management indicators for both the BPO and Level 2 staff, proactively implementing corrective actions to keep them on target. * Ensure timely team quality assurance and training. * Generate monthly indicator reports. * Identify, analyze, and communicate failures in product or process functionality, sharing data with respective departments to facilitate root-cause solutions. * Stay continuously updated on changes and developments within Edenred’s functional areas to ensure timely access to materials and effective training management to strengthen team knowledge and guarantee optimal service delivery. * Monitor Voice of Customer (VOC), with focus on detractors, understanding customer and user complaints to define service quality improvement actions. * Support internal teams such as Commercial to facilitate resolution of critical cases and issues. * Review incident escalations reported by the team and support adherence to SLAs defined by resolving departments through continuous monitoring. * Provide direct support to customers and users in critical situations to ensure swift resolutions and minimize negative impact on experience. * Conduct working sessions with the BPO to identify operational challenges and develop solutions to improve service quality. * Perform weekend on-call duty once per month to accompany operations and ensure continuity. * Exercise leadership management, including recording team members’ attendance via Oracle, logging overtime hours, conducting performance evaluations, and delivering assertive, talent-development-oriented communication. **Required Profile for the Role:** * Education: Business Administration or related field. * Customer service experience across digital and telephone channels. * Sales experience. * Service-oriented mindset. * Prior experience managing service teams. * Analytical ability and conflict resolution skills. * Operational decision-making capability. * Assertive communication. * Team leadership. * Ability to work under pressure. **Apply now and Vibe with Us!**
