FBS Customer Service Manager (Call Center)

Manage assigned team members to maximize positive customer experience by identifying, understanding, and resolving inquiries while focusing on risk acceptability guidelines and profitable business results. Monitor all aspects of team performance, including customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines. Create and implement plans to constantly improve team performance, develop individual skill sets, and ensure members meet performance goals. Communicate company strategies and philosophies to the team, review individual performance data, and partner with leaders to execute improvements and special projects. Maintain thorough knowledge of procedures, methods, and regulatory requirements through in-house or outside courses. Work on site in Aguascalientes with availability for on-call rotation, reporting directly to a Manager or Director.