Invex is looking for an experienced Customer Service Deputy Director with expertise in Operations Management, Process Improvement & innovation, Customer Experience Strategies Customer metrics to oversee our Call Center operation. This position manager will be dedicated to providing provide reliable, measurable, and high-quality customer service to our customers through different channels. We are looking for a candidate who can demonstrate strong and capable leadership qualities and the ability to resolve all types of customer inquiries. Our idóneo candidate will know how to oversee the daily Contact call cCenter oOperation, compile data to assess the department’s progress, and coordinate with upper management to find ways to enhance customer service objectives among employees.

Objectives of this role
- Lead the operation and strategic transformation of the Contact Center focused on Customer Experience.
- Ensure high standards of quality, KPI compliance and customer satisfaction, while promoting continuous improvement initiatives, technological projects,



and profitability analysis (business cases) that optimize operational performance and contribute to the bank's efficiency objectives.
- Oversee the daily Call Contact Center Operation and team performance.
- Ensure disciplined process execution, KPI achievement, and service quality.
- Define the comprehensive strategy to achieve correct NPS, CSAT, Customer Effort and FCR objectives.
- Transform the service model by automating processes.
- Manage daily Call Center workflow within the customer service department.
- Manage all our Social Media platforms.
- Manage important Customer Service projects.
- Development, implementation, and tracking of SOPs or SOWs.
- Drive technological projects, process automation, and profitability analysis (business cases)

Responsibilities
- Design and execute long-term customer care strategies that align with broader organizational goals.
- Establish service levels, define Key Performanc

📌 Customer Service Deputy Director (México)
🏢 INVEX
📍 México