Supervisor, Customer Care - Mexico City

Get started on an exciting career at Element! Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team. Customer Care Supervisor is responsible for the leadership of high-performance teams (local and remote) that have contact with the customer via telephone and in person. The objective of the position is to monitor, implement, execute, and define actions that allow an adequate operation and performance of the team (between areas) ensuring excellent service, monitoring and resolution of customer requirements. Main functions and responsibilities • Leadership, feedback, monitoring and performance control of work teams (local and foreign), establishing discipline and operational rhythm. • Monitoring of Operational Performance Metrics that converge in Customer Satisfaction to reduce attrition rates and increase revenue from renewal and / or acquisition of new products. Support to teams being part of the process of Escalation of Complaints with Internal and External Clients. • Implement and suggest improvement actions, identifying performance strengths and weaknesses, to increase productivity and efficiency in the areas under their charge; as well as the adoption of operating tools or systems to provide service to customers and users. • Preparation and monitoring of dashboard of performance indicators; executive and team presentations. • Build and strengthen the synergy between Operation, Commercial and Backoffice teams • Build a strong relationship with clients who have hired an “assigned Account Executive” to offer consulting services. What we are looking for: Skills Strong leadership and team management skills Excellent verbal and written communication Influence and recognition of work groups and quick adaptability to change. Analytical and decision making under pressure. Knowledge of performance metrics and tools (Sales Force, IVR, etc). Availability to travel Education & Professional background Bachelor's degree, preferably in Business Administration, Hospitality Industry or Engineering, Finance or Economics. Bilingual: Spanish / English. At least 6 years of experience as leader (supervision & feedback) with a focus on Customer Service. Management of Key Account Portfolios (KAM or Similar Positions). Experience in remote supervision of work teams. Projects management; coordination and leadership. Desirable: Experience having managed a Call Center. What’s in it for You • A culture of innovation, empowerment, decision-making, and accountability • Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness • Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) • Flexible work environments Candidates must be willing to comply with a pre-employment background check. Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to reclutamiento@elementcorp.com or call 55 5018 7100. Read more about our Culture. Learn about the Technology and Fleet Services we offer our clients.