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Area Manager, Customer Relations


Mexico City, Mexico

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Directs and manages a team of first level Customer Service Supervisors and/or Individual Contributors who manage day to day customer service issues requests which may include any of the following: new or additional services, service inquiries, provisioning and maintenance, complaints, escalations, problem resolution, adjustments, service order issuance inquiries and validation of service order accuracy.

Roles and Responsibilities:

Develops business plan for team operations including budget development; develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. Ensures the volume of work produced meets product and service standards and exceeds quality standards. Plans, directs, supervises, and evaluates work flow. Overall responsibility for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate teams employees and may be responsible for achieving revenue and customer service objectives. Manages customer retention management (CRM) including resolution of customer concerns, defining and developing a customer contact strategy. Direct the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating, and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

Key Competencies and Skills:

• Service Measurement and Analysis
• Customer Resolution
• Analytical Thinking
• Business Assessment
• Business Orientation
• Consulting Expertise
• Core Application Systems
• Document Management
• Managing Multiple Priorities
• Process Management
• Project Administration
• Project Management
• Systems Thinking

Education and Qualifications:

Education: Bachelors degree required.
Experience: Typically requires 5 years of experience, including one to three years in management.
PMP Certification preferred.

Additional Information:

Required: Verbal and written English language proficiency.