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Collections Dialer Manager
Barcelona, Spain
The purpose of this role is to manage all daily outbound dialer activity & inbound service levels across all multi-functional areas. Analyse real time contact center statistics in order to facilitate actions to meet inbound & outbound service level / collections targets.Support management decision with regular and continuous strategical analysis across all EU & LATAM geographies. You will: Create dialing strategies and campaigns in line with company strategy. Continuously innovate to improve the performance of the dialer. Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service. Implement, control and evaluate calling strategies on the predictive dialer. Campaign monitoring and troubleshooting. Ensure compliance is continuously followed by communicating with all supervisors and managers. Provide ad-hoc duties to the dialer contact centre environment as delegated by management. Reporting and analysis on dialer performance. Analyzing reports by interpreting results and by making additional recommendations to increase dialer performance. Manage relationships and expectations with various campaign managers. Debrief and review campaigns from a dialer perspective. Internal training on the dialer process at all levels within the call centre is to be provided when required. Develop recommendations and articulate strategies to stakeholders. Analyze key performance indicators to identify opportunities to improve service level and cost. Planning and Organizing - Plan and organize work, coordinate with others and establish appropriate priorities in the best interest of MRS and our customers. Forecasting: provide insight into current and future workload based on existing behavior from customer and agents as well as industry trends. Participation is projects related with use of new contact channels in Collections. Requirements: Analytical (production and interpretation) and effective decision maker. Persuasive, influence and initiate action. High attention to detail. Excellence interpersonal and relationship building skills. 3 year’s dialer administrator experience (Genesys/Avaya would be advantageous) 3 years’ experience in the interpretation of call centre analytics. Proven record of formulating strategies and ability to effectively analyze business data. Proficient at MS Office (Excel - advanced). Knowledge of dialer management/ownership and scenario-based capacity planning for outbound. Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies. Spanish and English are a must. Portuguese will be a plus. Benefits: Attractive compensations and equity plan, health benefit, Kitchen with free coffee, water and fruits each Tuesday and Thursday, team building activities and work in an international and passionate environment. If you are a financial and technologic lover, this is your company, send us your resume and develop and grow with a one of the fast-growing fintech company in Europe and Latam!   APPLY TO POSITION
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Global Head of Support
Barcelona, Spain
As a Global Head of Support you will be the owner the strategy, implementation and team management for all support functions across the full geographical footprint of ID Finance which currently spans Spain, Brazil and Mexico. You will:

Accountable for the development and implementation of a clear Customer Service Strategy Responsible for working closely with other areas of the business with the internal stakeholders Accountable for the delivery of a customer focused booking and digital system developments Responsible for the NPS customer satisfactory scores across all areas of customer experience Accountable for profit and loss budgets across the global service team Accountable for the business metrics (KPI’s) to make informed decisions

Team management: the position assumes the reporting and management of the support heads across all the portfolio projects and team scaling over time. Building strong horizontal company networks to continuously share feedback across the company to improve the overall result

Targeting: oversee and enforce capacity planning, coordinate budgeting (including all the key metrics) and its execution

Customer advocacy function: working closely together with the product team to enhance customer experience across all touch points

Operational excellence: share best practices across all the projects and ensure robust implementation

Reporting: weekly, monthly and quarterly reporting with respect to key operational metrics. Ensure reporting consistency across all portfolio projects

Modeling: oversee implementation of data-driven approach.

Back-end systems: own the implementation, integration, upgrading and general management of back-end systems for receivable management

Recruiting: maintain top recruiting channels (coordinate globally); manage retained & contingency recruiters; ensure the smooth and timely hiring process in line with the capacity planning.

HR: own the onboarding/offboarding process framework; maintain, streamline and improve the motivational variable compensation framework; implement continuous learning practices; share and oversee the ID Finance Leadership Principles Compliance: proactively manage all health and safety issues, strictly enforce data protection and all regional regulatory support requirements Administrative function: oversee the adequacy of the available space subject to the annual capacity plan Special projects: work with the COO and department heads on strategy and implementation. This is a fast-paced customer focused company that though not a start-up does have elements of this as it is growing fast. Someone that has had experience in implementing and owning customer strategy process would be ideal for this role. This is an energetic, fast paced and innovate company. Requirements: A minimum of 7 years of progressively responsible experience covering at least two in the customer service function. A minimum of 3 years of leadership experience. Ideally someone from the travel industry is desirable. Spanish and English are a must. Portuguese will be a plus. Benefits: Attractive compensations and equity plan, health benefit, Kitchen with free coffee, water and fruits each Tuesday and Thursday, team building activities and work in an international and passionate environment. If you are a financial and technologic lover, this is your company, send us your resume and develop and grow with a one of the fast-growing fintech company in Europe and Latam! APPLY TO POSITION
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Payment Analyst
Mexico, Mexico

Requirements:

  • Education: Accounting degree
  • Experience: At least, 1 year in payment application
  • Intermediate English is a must

Soft Skills

  • Internal client support
  • Organized
  • Problem solving
  • Analytical
  • Ethical
Main activities
  • Payment application (CRM)
  • Cash refound
  • Problem solve such as double payments
  • Incomes vs system conciliation

We offer:

  •  15,000 a 17,000 MXN net salary
  • Superior benefits
  • Work hours: L-S from 8am to 5pm
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Ejecutivo de servicio al cliente
Mexico, Mexico
Requisitos: Preparatoria terminada o licenciatura trunca. Experiencia: 2 años en call center en áreas de servicio al cliente y/o ventas Habilidades técnicas: 
  • Windows / Office.
  • Manejo de Excel (básico)
  • Internet
  • Manejo de multicanales (chat, correo, llamadas telefónicas)
Personalidad:
  • Gusto por el trato a cliente
  • Paciencia
  • Gusto por el trabajo en equipo
  • Organizado
  • Servicial
  • Orientado a resultados
  • Empatía
Actividades: 
  • Otorgamiento de información en general sobre el producto
  • Información sobre saldos y medios de pago
  • Resolver requerimientos de clientes
Sueldo: 10,000 a 12,000 MXN netos más prestaciones superiores y bonos de productividad

Horario: 8 Horas de Lunes a Domingo, con un día de descanso rolado mensualmente.

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Analista de crédito para call center
Mexico, Mexico
Requisitos: Preparatoria terminada o licenciatura trunca en áreas económico-administrativas   Experiencia: 2 años en call center para instituciones financieras Experiencia en validación de documentos digitales (INE, Buro de crédito, pasaporte, estados de cuenta, referencias, domicilio)   Habilidades técnicas: 
  • Windows / Office.
  • Internet
  Habilidades personales
  • Gusto por el trato a cliente,
  • Paciente
  • Gusto por el trabajo en equipo
  • Organizado
  • Analítico
  • Observador
  • Toma de decisiones
Actividades: 
  • Validación de documentación digital
  • Detección de posibles casos de fraude y/o robo de identidad.
Sueldo: 10,000 a 12,000 MXN netos más prestaciones superiores y bonos de productividad. Horario: 8 Horas de Lunes a Domingo, con un día de descanso rolado mensualmente. APPLY TO POSITION
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Ejecutivo de cobranza
Mexico, Mexico
Requisitos:
  • Género: Indistinto.
  • Escolaridad mínima: Bachillerato Concluido.
  • Dominio de Excel y office en general.
  • Experiencia en Call Center (indispensable)
Habilidades:
  • Actitud de servicio
  • Escucha activa
  • Orientado a servicio al cliente
  • Apego a métricas, normas y procedimientos
  • Negociación
  • Trabajo por objetivos
Jornada laboral: 8 horas, 6 días a la semana. Se pueden rolar turnos cada mes Ofrecemos:

Sueldo $10,000 a $12,000 libres + P.L + bono de productividad

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