Costumer Contact Center Manager

GRG Banking is a recognized company in the self-service financial services sector, with a vision to become a leading global provider of innovative solutions. Founded in Guangzhou, China, in 1999 and listed on the Shenzhen Stock Exchange since 2007, the company has over 330,000 units installed across more than 100 countries. It offers a wide range of hardware and software products, including automated teller machines (ATMs), cash recyclers, and branch transformation solutions. In a world undergoing constant technological revolution, GRG Banking focuses on smart financial innovation and rapid expansion within the artificial intelligence industry to develop advanced applications that improve its customers' lives.

We are looking for a Costumer Contact Center Manager is responsible for directing and coordinating the activities of a remote support and service management team, ensuring that end users receive timely and effective assistance. His responsibilities range from team management to continuous improvement across customer service lines.

Activities

- Manage CCC department with the responsibilities including but not limited to team building, performance evaluation, policy formulation, etc.
- Be the point of contact of bank customers and communicate with different functions of bank customers and also internal departments to solve the problems timely and efficiently.
- Keep the KPIs with the bank to improve the customer satisfaction.
- Strategic planning
- Comprehensive Operations Management and Supervision: Responsible for monitoring, tracking, and reporting the status of special projects, high-priority incidents (ATMs), and overall ticket management.
- Strategic Definition and Analysis of Performance Metrics: Leads the creation, implementation, and ongoing tracking of specific Key Performance Indicators (KPIs) for Dispatch, Tracking, Supervision, and the CCC area.
- Management of Leadership Teams: Exercises direct leadership over supervisors, fostering their development and management skills, and indirectly influences the entire CCC team structure.

About you

- Bachelor's degree in Business Administration, Information Technology, Engineering, Operations Management, or a related field.
- +5 years of experience in Customer Support, Service Desk, Help Desk, Contact Center, or Operations Management.
- English advanced
- Experience leading, supervisors, and cross-functional teams.
- Strong background in customer relationship management and stakeholder engagement.
- Experience managing critical incidents, escalations, and service delivery.
- Proven success in recruitment, workforce planning, performance management, and employee development.
- Experience working with banking or financial institutions is highly preferred.

Technical Skills
- Service Management.
- Incident, Problem, and Change Management.
- SLA and KPI management.
- Ticketing platforms such as ServiceNow, Jira Service Management, Remedy, Zendesk, or similar.
- Data analysis and reporting using Excel, Power BI, or comparable BI tools.
- Operational planning and process improvement.
- Project management methodologies.

Leadership Competencies
- Team leadership and people development.
- Strategic planning and execution.
- Strong communication and stakeholder management skills.
- Conflict resolution and negotiation.
- Coaching and mentoring.
- Continuous improvement and operational excellence.

We Offer

Gross monthly salary: MXN 25k - 30K with English advanced
- Registration with IMSS, employer contributions to INFONAVIT and AFORE. Paid annual vacation based on seniority. Vacation premium (minimum 25%). Annual Christmas bonus. Twelve days vacation.
Monthly performance bonus based on SLA compliance and productivity targets.
Private medical insurance upon successful completion of the probationary period.

On site one humdred porcent in Reforma