2-4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment.
Minimum of 3 years of leadership experience. Minimum 3 years of Collections experience
Proven track record of meeting targets, streamlining processes, and developing high-performing teams.
We foster a work environment where every individual feels valued, respected, and heard. We value the individual strengths of our employees, because these lead to the best team performance and thus to the success of our company.
Main Functions:
Identify areas of opportunities for team leaders and collections representatives in Level 3 Cycle.
Create coaching plans that supports the call model to increase team leader effectiveness.
Ensure feedback is given to employees in a structured and timely fashion.
Identify areas of opportunity for employees in their department and create/administer development plans to capitalize on the opportunity.
Ensure core values are practiced on both internal and external customers.
Recommend candidates for promotional opportunities as well as participate in the hiring of new personnel.
Reviews career objectives of their team leaders to ensure adequate attention is given to areas of growth and development.
Networks with business centers to ensure that qualified candidates are given visibility for potential growth and relocation.
Assign projects and foster interaction between various business functions to ensure learning of other areas is promoted.
Work with training and development to create learning modules for collection practices that may benefit each team or area.
Initiate and approve recommendations regarding employment decisions.
Maintain a prospectus of current leadership techniques by interacting with a leadership coach to solicit feedback and provide observations in order to improve the leadership capabilities of his/her teamStages of the process:
#Trucks
Benefits
Vision insurance
Additional Information
We are Daimler Financial Services Mexico, a branch of the Daimler Trucks group, and we offer financial solutions that adapt to the needs of our distributors, clients, and market.
With over 25 years in Mexico, we have focused on building an excellent reputation of service; and to achieve that, we have relied on technological innovation, digital evolution, and a customer-oriented approach.
We are committed to offering excellent financial services that give value to our trademarks, distributors, clients, collaborators, and all our community where we live and work.
Call Center Manager
Daimler Truck Financial Services, a leading and pioneering group worldwide in the automotive industry with more than 120 years and presence in more than 200 countries. In Mexico it has the divisions of: Daimler Truck, Daimler Truck Buses and Daimler Truck Financial Services.
In our people we can reflect our corporate values: Customer success is our success, moving at the speed of right, one team, best team and we are looking for highly committed people to join the group in an environment of diversity and constant challenges.
Objective of the position:
Make sure the call center performance team delivers top level results for DTFS NA. Achieve customer service and collections KPIs set by DTFS NA. Ensure adherence to compliance controls by ensuring that audits are conducted according to internal assessment schedules and that compliance goals are met; ensure the remediation of identified compliance risks.
Indispensable Requirements (Candidates who do not meet these requirements may be discarded):
Microsoft Office Suite: Excel, PowerPoint, Outlook
Analysis and strategizing capabilities
English level: C1 - C2
Soft Skills:
- Management and development of teams
Customer Focus
Flexibility and Adapting to Change
Open Communications
Continuous Quality/Performance improvement
Creativity and Innovation
Conflict Management
Develops Talent
Education / Training:
Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience.
College degree or advanced degree preferred. Ability to understand call center and delinquency metrics necessary.
Structured call model training preferred through any collection standardized practices. Knowledge of FDCPA a must.
Dtna · Cuajimalpa DE Morelos, Cdmx