Role Overview
Customer Support, Quality Assurance, and Workforce Management – oversee all representative activities, including coaching, calibration, and monitoring, with support from the QA team.
Responsible for coordinating front/back‐line call center processes and ensuring compliance across all digital platforms (FB, Twitter).
Responsibilities
Oversee all representative activities, including coaching, calibration, and monitoring.
Coordinate front and back line call center processes.
Lead and monitor QA activities to maintain service quality.
Act as a change engineer for digital platforms such as Facebook and Twitter.
Manage disciplinary actions up to and including dismissal.
Maintain stakeholder relationships and provide regular performance reports.
Qualifications




Two years of university/college education or equivalent.
Minimum TOEIC score of 600 points; proficiency in English.
Five years of business experience, including at least two years in a call center.
Prior management or supervisory experience in a service environment strongly preferred.
Strong interpersonal, written and verbal communication, planning, presentation, and leadership skills.
EEO Statement
El hecho de que un empleado no facilite la información completa que demuestre claramente si reúne las calificaciones exigidas en el puesto anunciado puede dar lugar a que no se lo tenga en cuenta.
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📌 Lm871: Manager Customer Care (México)
🏢 Fedex
📍 México