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The Senior Manager of Process Excellence drives continuous improvement using Lean and Six Sigma methodologies, leading projects and fostering a culture of operational excellence.

Provide world-class customer service via phone, email, and chat: respond to inquiries, troubleshoot issues, escalate when needed, document interactions per SOPs, meet KPIs, participate in training, and collaborate with teams to improve customer experience.

Provide world-class customer support via phone, email, and chat by resolving inquiries, troubleshooting issues, escalating when needed, documenting interactions, following KPIs and SOPs, and collaborating with teams to improve customer experience while participating in training and adhering to company policies.

Lead regional FinTech-focused BPO operations across Mexico and Colombia, owning client executive relationships, dual consumer and enterprise service lines, operational metrics, forecasting, staffing, and compliance. Drive quality, capacity planning, cross-site alignment, and executive reporting while traveling between hubs and client locations.

Provide world-class customer support via phone, email, and live chat: resolve inquiries, troubleshoot issues, escalate when needed, document interactions, follow KPIs and procedures, participate in training, and collaborate with teammates to maintain high customer satisfaction.

Lead and develop a sales operations team to consistently meet KPIs by coaching teammates and team leaders, assigning tasks, analyzing performance data, and improving daily processes to deliver excellent customer experience.

Oversee day-to-day operations to ensure high-quality outsourced digital customer experience delivery. Manage teams, optimize processes and KPIs, collaborate with cross-functional partners, and support scaling and continuous improvement across global locations.

Lead and manage a team of compliance auditors to ensure operational processes meet security and compliance standards. Develop and run preventive audits, detect and escalate fraud or process deviations, produce regular audit reports, collaborate with stakeholders and clients, and drive process improvements and automation initiatives.

The Customer Care Specialist delivers exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction through various channels while adhering to company guidelines and fostering collaboration among team members.

Provide world-class customer support via phone, email, and live chat: resolve inquiries, escalate when needed, document interactions, follow KPIs and SOPs, participate in training, and collaborate with teams to improve customer experience.