Job Description

The Latin America Service Center (LAO SC) Customer Service Manager will lead and be responsible for contact center’s Customer activities Service (inbound calls, chats and emails, as well as other channels that may implemented by GMF) for Mexico, Colombia and Chile. This professional will also overview all activities performed out of the Pachuca site and do the direct in-person relationship contact with the day-to-day Vendor management team.
The position is responsible for managing GMF´s servicing vendor for Customer Service activities, defining capacity planning, operational and Customer Experience KPI´s and metrics, including but not limited to transactional net promoter score (NPS), productivity, efficiency, quality, as well as agent scorecards definitions, measurement and improvement. The Manager has within its key activities the relationship with GMF´s branches in Latin America, as well as defining short and long term operational and servi...