Customer Support Senior Specialist

.About the team To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter. You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico. Xplead leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice. Context In 1 year and a half we have almost tripled the number of customers (4.5 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and also the outsourcing increment that is currently at 30% and we expect by the end of next year to be above 80%. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality while significantly increasing the % of outsourcing. About the role This position will be responsible for Headcount | Planning and Control, BPOs Management and Content Management: HC | Planning and Control Plan and control the service operation workforce combining Efficiency and Service Level. Headcount Planning; Operation sizing; Crisis management with SLA impact; Real-Time monitoring of the operation with a focus on solving adhesion and incoming anomalies. (Control Desk); Identificationof chronic anomalies in the operation; Monitoring andacting on deviations in productivity metrics; Monitoring andacting on deviations in adherence metrics; Monitoring andacting on deviations in the incoming forecast; Preparation ofmanagement reports on operational metrics; BPOs Management Manage BPOs and identify opportunities for improvement so that BPOs can grow in a scalable and sustainable way and deliver the best performance according to Nubank's excellence standards