Site Manager - Mexicali - Company

    Company
    Company Mexicali

    hace 6 días

    Educación / Formación
    Descripción

    Job Title: Site Manager
    BPO Call Center (Bilingual: English/Spanish)
    Location: Mexicali Brewery Landmark, Mexicali, B.C.
    Department: Operations

    We are seeking a dynamic and experienced Site Manager to lead our BPO call center operations in Mexico, servicing U.S.-based clients. The ideal candidate will be bilingual in English and Spanish, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.

    Key Responsibilities:

    • Operational Leadership:
      • Manage day-to-day operations of the site, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
      • Implement and monitor operational strategies to improve efficiency, quality, and customer satisfaction.
    • Team Management:
      • Lead, coach, and develop a team of supervisors, team leads, and agents.
      • Drive employee engagement, retention, and performance through effective communication and leadership.
    • Client Relationship Management:
      • Serve as a primary point of contact for U.S.-based clients.
      • Ensure client expectations are met or exceeded through proactive communication and issue resolution.
    • Compliance & Quality Assurance:
      • Ensure compliance with company policies, client requirements, and local labor laws.
      • Collaborate with quality assurance and continuous improvement department to drive performance of client initiatives and requirements.
    • Reporting & Analysis:
      • Provide regular performance reports to internal stakeholders and clients.
      • Analyze trends and recommend strategic actions to improve results.
    • Culture & Values Alignment:
      • Champion a workplace culture that reflects our Winning As One motto and core company values.
      • Foster an inclusive, collaborative, and high-energy environment where employees feel connected to the mission and empowered to succeed.
      • Promote behaviors and practices that reinforce teamwork, integrity, accountability, and continuous improvement across all levels of the site.

    Qualifications:

    • Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role.
    • Bachelor's degree in Business Administration, Operations Management, or related field a plus.
    • Fluent in English and Spanish (spoken and written).
    • Proficient in workforce management tools, CRM systems, and Microsoft Office Suite.
    • Strong understanding of U.S. customer service standards and expectations.
    • Proven ability to lead large teams and manage complex operations.
    • Excellent communication, problem-solving, and organizational skills.

    Preferred Skills:

    • Experience working with U.S. clients in a nearshore BPO environment.
    • Knowledge of Six Sigma, Lean, or other process improvement methodologies preferred.
    • Familiarity with remote and hybrid workforce models.

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