DirecciónWe are looking for a seasoned and results-driven Customer Service and Recruiting Senior Manager to oversee our customer support and recruiting operations and ensure the highest level of customer satisfaction. The Senior Manager will be responsible for leading a team of customer service and recruiting leads and representatives, developing strategies to enhance the customer and medical staff experience, and implementing best practices to optimize efficiency and effectiveness. This role will report to the VP of Operations and will also work with the executive leadership team. The ideal candidate will have strong leadership skills, strategic thinking abilities, be process and metric driven and a proven track record of delivering results in a fast-paced environment.
Full Job Description and Responsibilities:
- As a Senior Manager you are expected to support and guide other Managers and team leads in their roles.
- Provide strong leadership and guidance to a team of customer service leads and representatives, fostering a culture of collaboration, innovation, and high performance.
- Mentor, coach, and develop team members, helping them reach their full potential and achieve individual, team and company goals.
- Promote a positive work environment that encourages creativity, initiative, and continuous learning.
- Develop strategic plans and initiatives for the department, aligning them with the overall business objectives.
- Monitor key performance indicators (KPIs) and metrics to track progress and make data-driven decisions.
- Oversee day-to-day operations of the department, ensuring efficiency, quality, and compliance with company policies and procedures.
- Identify opportunities for process improvement and optimization, implementing best practices to enhance productivity and performance.
- Collaborate with other departments and stakeholders to achieve common goals and objectives.
- Build strong relationships across the organization, facilitating communication and cooperation to drive alignment and synergy.
- Conduct regular evaluations and provide constructive feedback to team members for continuous improvement.
- Provide regular updates to senior management on operational performance, challenges, and opportunities.
Requirements
- 5+ years management and leadership experience in various operating roles
- Bachelor’s degree in business administration, management, operations marketing, communications, or related field; advanced degree preferred.
- Mastery of English proficiency (reading, writing and speaking) is required.
- While not typical, you must have the ability to take some calls from home or remote locations at non-traditional work hours.
- Considerable process AND people management experience
- Six Sigma or equivalent preferred
- Ability to flex between analytical, strategic and operational aspects of the job
- Resourceful and happy to roll up your sleeves to get any job done
- Must want to work in a fast-paced environment with constant change
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Leadership qualities such as integrity, accountability, resilience, and adaptability.
- Experience working with diverse teams, with varying backgrounds in age and education
- Personable to work with the front-line employees (KARE Connectors)
- Seasoned enough to be agile and flexible while not leading with emotion
- Ability to problem solve if not given much direction.
- Preferred experience with US based companies.
Benefits
- Insurance of major medical expenses (Sum assured $20,000,000.00 MXN)
- Life insurance (Death and MXN Disability)
- 12 Days of vacation per year, with prior approval from your manager, plus six Meztal holidays in addition to the seven official Holidays in Mexico.
- 30 days of Christmas bonus
- Cell Phone Reimbursement
- Transportation Allowance
