Mercedes-Benz México Looking for Call Center Manager at Ciudad de México, México Full Time

Mercedes-Benz AG is responsible for the global business of Mercedes-Benz Cars and Mercedes-Benz Vans, with over 170,000 employees worldwide. Mercedes-Benz AG is one of the world’s largest manufacturers of luxury passenger cars.

The company focuses on the development, production and sales of passenger cars, vans and vehicle-related services. Furthermore, the company aspires to be the leader in the fields of electric mobility and vehicle software. The product portfolio comprises the Mercedes-Benz brand with the sub-brands of Mercedes-AMG, Mercedes-Maybach, Mercedes-EQ, G-Class and the smart brand. As sustainability is the guiding principle of the Mercedes-Benz strategy and for the company itself, this means creating lasting value for all stakeholders: for customers, employees, investors, business partners and society as a whole.

Objective:

Responsible for creating solutions for direct contact with customers. Enable and manage all necessary use cases (services) for a call center. Creating a luxury customer experience through the customer call center (BDC – Business Development Center). Steering of an external call center provider.

Day to day (main tasks):

• Setup of overall scope, system interfaces and handover processes incl. consideration of uses cases from other areas (Marketing, Sales, Vans)
• Management of KPIs and steering model to ensure service levels
• Follow up with service provider to ensure SLA (Service-level agreement) compliance
• Manage collaboration with External Provider for CCC (Customer Contact Center) Solution, Retail & Wholesale BDCs (Business development Center)
• Constant analysis on functionality enhancements the CCC (Call Contact Center) & online consultancy based on regional benchmarks
• Establish a collaboration model with all areas (Marketing, Sales, etc.) for the customer journey and customer experience through the BDC.

Profile:

• Education: Bachelor’s degree in Business or IT.
• Previous experience: 3-5 years in similar positions.
• Languages: Advanced English.
• Additional Qualifications: Experience in Call Center systems, processes and hardware/software, in project management,with CRMs, Digitalization and Automation, Knowledge for automotive industry in the market desired.

· Location: CDMX

· Local contract applies.

· Relocation assistance will not be provided for this position.

The power of being unique.

Diversity & Inclusion at Mercedes-Benz

We attract and value a diverse workforce to drive innovation and reflect our global customers and environments in which we operate. We embrace the uniqueness of every team member and are committed to promoting an inclusive culture with equal opportunities for success. We enable our teams to bring their diverse experiences, skills and perspectives to build the world´s most desirable cars for a sustainable future.

When choosing our talent we focus on their abilities and do not discriminate based on ethnic origin, nationality, gender, age, disability, social condition, health condition, religion, immigration status, opinions, sexual preference, marital status, university or appearance.