Call Center Delivery Lead - Monterrey - ref. m7556819

Lead point of contact engagement centre end to end services to achieve set KPI’s, SLA’s and work closely with peer GBS functions to ensure a 360 consumer and Customer care satisfaction.

The Engagement Center Lead will develop a strong relationship with internal stakeholders and anticipate new requirements, work closely with finance, IDT and Marketing to develop new services with strategic suppliers.

• End-to-end operative process owner.
• Accountable for End to End monthly and ad-hoc operational planning. .
• Ensure KPI’s, SLA, compliance, reporting and support to operations
• Contribute to the continuous improvement of the department through the development of technical and management skills.
• Provide direct coaching to the leadership team & ensuring the coaching models implemented
• Supervise service level goals, interactions forecast, scheduling results for the Engagement Center.
• Make sure that the management team has all the necessary information to make strategic decisions regarding KPI’s by the delivery of timely and effective reports, as well as periodic business review presentations.
• Responsible for consumer planning, strategy, and ongoing business reviews as well as frequent customer presentations
• Develop and establish key business relationships and annual plans in support of annual volume, profit, and SOM objectives
• OTIF Compliance with Account’s SLA’s, KPI’s and Ad-hoc business targets assigned to engagement centre
• Negotiate all commercial agreements and co-ordinate and ensure all internal/external controls are met with service suppliers
• Work closely with Consumer and customer stakeholders at EM to ensure strong communication and execution of programs
• Efficiently handle and reconcile all rebates, allowances, deductions and receivables with the applicable trading partners
• Successfully contributes with Marketing, Category, Segment and Finance business teams.
• Participation on GBS operational and cycle meetings.
• Approve variable incentives for engagement centre
• Contribute to the continuous improvement of the department through the development of technical and management skills
• Anticipate business requirements and develop effective action plans as part of a continuous improvement process.
• Measure training and new hires delivery to operations effectiveness
• Have clear and concise communication with management to identify training needs and work with the team in order to develop new up trainings
• Seek efficiency in the development of daily activities within the team
• Ensure that the Business Contingency Process is always updated and contribute to its successful execution