Customer Experience Coordinator

As a Customer Experience organization, AFNI strives to deliver a best-in-class customer experience through actionable insights and process innovations. The Customer Experience Supervisor is responsible for providing in-depth analysis and insights that will guide customer experience initiatives that will enhance the overall experience of both our customers and our employees. Essential Functions and Responsibilities: Supervise the activities and the development of a team of Customer Experience Associates Conducts External and Internal Calibrations Maintains resource capacity and monitors CX analyst productivity on a daily/weekly/monthly basis Creates Monthly allocation for the CX Analysts Monitor CX Analysts Audit Productivity in compliance to their scorecard and target audit count for the week and the month Provides optimization plans and conducts audit the auditor to check accuracy of the CX analysts Share recommendations through CX Weekly Insight readouts and discussion with Operations Managers The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. Minimum Job Requirements (Education, Experience, Skills): Must have at least 2 years of tertiary education. Previous experience using Microsoft Office products is preferred. Actively solicits customer feedback to develop a solid ongoing relationship. Exhibits good listening/observation skills. Communicates cross-functionally to ensure all parties are informed as needed. Has a keen eye on detail. Pursues work with energy, drive and perseverance. Very articulate in providing descriptions/observations Basic analytical skills and resourcefulness Seeks alternatives to the status quo. Leverages diverse resources. Exhibits good listening skills. Communicates cross-functionally to ensure all parties are informed as needed. Defines team roles and responsibilities based on objectives and measures. Pursues work with energy, drive and perseverance. Integrates complex or conflicting information to arrive at clear and timely decisions Effectively communicates team members’ strengths and development needs to reinforce performance improvement. Seeks alternatives to the status quo. Leverages diverse resources. Working Conditions and Environment: Incumbent works in a temperature controlled office environment. Incumbent sits at a desk during regularly scheduled work hours; answers and makes telephone calls using a standard telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources.

Location: Monterrey, MX

Posted Date: 5/10/2025