Invex is looking for a site director for our contact center located in naucalpan, estado de méxico. The objective of this position will be to supervise all daily operations, performance and occupation of the contact center to guarantee high standards of client service, productivity and profitability of the business.
as the bank experiences accelerated growth, it is expected to drive operational excellence, provide a first-class customer experience and oversee the successful implementation and optimization of the genesys and salesforce platforms. This position will lead a large-scale multichannel contact center (voice, digital, chat, electronic mail, social networks), guaranteeing at the same time compliance with banking regulations, profitability and alignment with the bank's strategic growth objectives.
this is a senior leadership position ideal for a contact center professional with ample experience who thrives in dynamic and transformative environments, and who can scale operations maintaining a high quality of service during a rapid expansion.
key responsibilities
* oversee all areas of the banking contact center related to customer service, social networks, customer retention, collection and sales, providing strategic and operative leadership integral to all the contact center, managing interactions with clients end-to-end through inbound/outbound voice, digital channels and self-service.
* perform an active leadership in planning, execution and optimization after the implementation of genesys tools (routing, ivr, interaction with staff, analysis) and salesforce (case management, comprehensive client vision, omnichannel integration) to drive business growth and improve client experience.
* develop and execute the strategic business route, aligned with the cx objectives of all banks, including csat/nps, customer rotation, average customer age, fcr, aht, asa, ar and all performance metrics from the different areas of the contact center.
* supervise the planning, forecasting, programming and management of the capacity of the staff to manage the rapid growth of the sales volume, guarantee effective collection and retention maintaining excellent levels of service and customer attention.
* train, guide and inspire a high performance leadership team (directors, managers, supervisors, quality, training, wfm) and indirectly lead more than 1350 agents.
* drive continuous improvement initiatives through data analysis, ai tools (by genesys/salesforce) and process reengineering to increase the efficiency and productivity of agents.
* collaborate closely with the interfunctional interested parties: it, compliance/risk, banca de producto/retail, fraud, human capital, finance and external providers.
* ensuring strict compliance with banking regulations (e.g., data privacy, aml, consumer protection, fraud prevention), internal policies and audit requirements.
* being responsible for the estado de resultados (p&l), including the elaboration of budgets, the control of costs, the management of suppliers and the achievement of operational kpis, always maintaining efficiency, quality and adequate control of the contact center.
* promote a culture centered on the client, centered on empathy, speed and customized banking solutions during the growth phases.
* supervise the performance panels in real time, perform root cause analysis and implement corrective actions to resolve service interruptions or quality problems.
* present the monthly results to the lob executive direction.
* crisis management and business continuity planning in the contact center.
qualifications and experience
* more than 10 years of experience in progressive leadership in contact center operations, with at least 5 years in managerial or other positions.
* experience demonstrated leading contact centers in banking, financial services and highly regulated sectors.
* direct experience with genesys and similar ccaas platforms, as well as with salesforce service cloud implementation, migration and optimization projects.
* bachelor degree in administration or a related field (preferably mba).
* success demonstrated in the escalation of operations during periods of rapid growth or transformation.
* solid knowledge of banking products/services, client experiences and regulatory requirements.
* advanced english and spanish.
* experience with omnichannel analysis tools for contact centers, ai-based routing and labor force participation management.
* key metrics improvement track record (e.g., nps >70, fcr >80%, attrition
o highly competitive gross monthly salary
o law benefits
o 30 days xmas bonus
o private medical insurance
o annual bonus based on objectives (up to 4 salary months)
o company vehicle
o life insurance
o food coupons
o savings fund
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