CX Supervisor

Job Description

Join the wave of growth at Maersk! We're not just a company, we're a movement. With a vision larger than the ocean, we're on a mission to connect and simplify our customers' supply chains as a true integrator of container logistics. And we need talented individuals like you to make it happen!

A year of growth, and we're just getting started! Our Global Service Centers (GSC) in Mexico and Brazil have been thriving for over a year now, and we're taking it to the next level. As part of our GSC Americas team, you'll be at the forefront of driving excellence across our global network, collaborating with diverse professionals, and embracing challenges that inspire growth. If you're ready to propel your career with a world leader in transport and logistics, Maersk is your destination. Embark on a journey with us—where your passion will navigate the future of global commerce.

Here’s the Deal:

The CX Team Leader manages 10–15 agents, focusing on contact center activities (calls, customer emails, internal emails), KPIs performance, and NPS improvement. Responsibilities include resolving escalations, driving continuous improvement, and fostering employee engagement. Proficiency in workforce management tools and strong adaptability are key for success in this role.

Key Responsibilities:

• Leadership Team Set Up, Scaling and management
• High drive to create a competitive and leading Team across the LAM region
• People development: focus on developing our leaders career growth plans
• Contact center management (Phone calls, internal and customer e-mails, chat)
• Escalation resolution expertise
• High stakeholder management
• Proficiency in high level business presentations
• KPI and performance oversight
• Continuous operational improvement: OPEX mindset
• Employee engagement initiatives

The Basics:

• Academic Background: International trade, Business or Industrial Engineering.
• Years of Experience: 2+ Leading operational teams.
• Software: MS Office & ERP (Advanced) Salesforce.
• Technical Skills: Contact Center and Workforce Management.
• English Level: B2

Competencies:

• Adaptability
• Resilience
• Creativity
• Leadership.

What we offer:

At Maersk, we offer exciting global career opportunities that enhance your skills through our award-winning, diversity-focused talent development programs. Our dynamic work environment keeps you energized and motivated, as you join a values-driven, diverse, and passionate team that truly supports one another. We are dedicated to fostering a culture of fairness, respect, responsibility, and care for our business and customers. With competitive compensation and benefits, our globally recognized talent policies ensure continuous investment in your personal and professional growth. We value diversity as a source of strength and are committed to helping you unlock your full potential as part of our high-performing teams.

Please consider that as per country regulations due to foreigners’ employment legal guideline, from now on we can only consider Mexican Workers for our Americas Hub in Mexico City.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.