MANAGER GLOBAL SERVICE CENTER EXCELLENCE

Founded in 1906, over the last 110+ years' CEMEX has grown into a global building materials company that provides high quality products and reliable service to customers and communities throughout the Americas, Europe, Africa, the Middle East, and Asia.  Here at CEMEX we offer our employees competitive wages, career growth, excellent benefits including health, dental & vision plans, vacation or paid time off, employee assistance program and retirement plan options, along with over a century of stability to build your next career on! To learn more about our company culture and why you should join us, visit us at www.cemexusa.com/careers. For direct access to CEMEX Career Opportunities, visit us at https://jobs.cemex.com/.

The Global Service Center Excellence Manager leads the implementation of the Service Center operating model according to SDM across all regions in existing and new customer facing contact center operations for all business lines, segments.
Manges performance levels and KPIs across service centers 
Coordinate the global implementation of Operational Brilliant Basics in all service centers
Develops and defines the next generation of service center models to enable a clear path to improve and continuously increase maturity of our service centers. 
Drives customer satisfaction (CSAT), improve Net Promoter Score (NPS) and optimize Cost to Serve by enabling the right customer service center service offer and processes. 

• Coordinate the global implementation of the Service Center operating model across all regions, business lines and segments
• Follow up on vendor implementation and transformation plans to ensure that they accomplish the promised and contracted results, take action in case they do not meet expectations. 
• Establish a global training model to develop capabilities in service agents across geographies and business lines.
• Monitor Service Level Agreements (SLAs) performance in vendor managed service centers, compare against contracted targets and identify actions required to maintain excellence in service levels. 
• Coordinates with regional customer experience offices to agree on global priorities, define specific workplans and initiatives to improve customer service. 
• Produce and promote for standard service offers, roles, responsibilities, processes and technologies across all service centers
• Benchmark service center operations to identify opportunities for process improvement 

• Language Proficiency: 

English C1 Level (TOEFL ITP >=550, TOEFL BT >=80, IELTS >=7 or equivalent) 
Spanish- C1 (desirable)

• Required:

College degree in business administration, industrial engineering, marketing, or related areas
Post- graduated studies in Service Center Administration , business management or project management. 

• Years of Experience:

Overall, +15 of work experience in contact / service centers
Directed or managed a global/multi-country contact center
Led the implementation or development of a new service center operation 
Led transformation and process consolidation initiatives in a service center operation
Managed performance levels and benchmarks for service centers

• Define and maintain the global operating model for Service Centers under standard processes, practices and structures.
• Coordinate with regional and country service centers to identify and replicate best practices
• Coordinate with the country/regional service excellence teams, service center leads and service providers the homogenization and improvement of service center processes.
• Define priorities for homogenization and improvement based on KPIs, process analysis, new technology adoption etc.
• Set-up standardization and improvement initiatives; Follow-up on improvements
• Coordinate with P&IT to define the technology standards for service center operations; define functional requirements and set roadmaps for implementation of technology improvements
• Coordinate with global and regional HR offices.
• Manage a global strategy in a multi-regional and multi-business lines environments with tailored challenges.
• Work on a multicultural environment. 

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.
 
CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.
 
CEMEX is an E-Verify participating employer.
 
Arizona Smoke-Free Act.  CEMEX complies with the State of Arizona’s Smoke-Free Act (Arizona Revised Statutes § 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.
 
CEMEX offers both competitive pay and benefits. Benefits applicable to this position may include, but are not limited to, medical, dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as a comprehensive wellness program to help keep employees and their families healthy and well. You can learn more about CEMEX Benefits by visiting the CEMEX USA Benefits and Well-Being page. (https://www.cemexusa.com/careers/life-at-cemex/benefits-well-being).

CEMEX es una institución EEO/AA (igualdad de oportunidad/acción afirmativa) y no discrimina en base al sexo, edad, raza, color, religión, discapacidad física o mental, credo, origen nacional, estatus veterano, orientación sexual, información genética, identidad de género, o expresión de género en los programas o actividades los cuales opera.