About Nu
Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.
Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability.
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Office Location & Work Model
Office Base: Mexico City, 100% onsite.
Our OCC operations team is 100% located in Mexico City, enabling tight collaboration on high-risk scenarios and real-time decision-making.
Eligibility Criteria
• Current level: IC5 or M1.
• Have received a rating of "Meets High Expectations" or higher in your most recent performance evaluation;
Be in your Job Family for at least 12 (twelve) months;
• Apply using your Nubank email (
[email protected])
About the Team
The Operations Control Center (OCC) is part of the Planning Squad inside CX Alliance,
Nubank Mexico. The team is made up of Xpeers who monitor the operation in real time and keep service levels on track, working side by side with the Planning Business Analysts and Process Owners who design the strategy and processes behind the operation.
OCC has three core missions:
• Online monitoring: watching queues and SLAs (Backoffice, Chat, Email and Phone) through Grafana and Twilio Flex, spotting breaches early, and building fast action plans such as headcount moves, extra hours and DIME adjustments to recover service.
• Agent support and process execution: running the 60+ operational processes that keep our agents productive (schedule and lunch changes, holiday swaps, live DIME changes, medical leave, BDX updates, agent questions) and removing blockers for them every day.
• Front line of defense in crisis: when a tool fails or an incident hits (crashes, regulatory-relevant incidents, BPO clo
📌 XpleadOCC Planning (Ciudad de México)
🏢 Nubank
📍 Ciudad de México